Customer story · CityTrust Bank
How CityTrust Bank handles 3x more inquiries with Chatref
CityTrust deployed a Chatref chatbot trained on accounts, loans, and fraud playbooks – tripling inquiry capacity without new hires while keeping regulated workflows in human hands.
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CityTrust Bank is a regional bank serving 250,000 customers that deployed Chatref – a pay-as-you-go AI chatbot – across mobile, web, and SMS. The bot was trained on account brochures, fee schedules, loan eligibility rules, and fraud reporting playbooks so it could answer tier-1 questions 24/7. Sensitive actions like wires, disputes, and identity verification route to human bankers with full chat context preserved. After launch, CityTrust tripled inquiry capacity with no new hires, reached 89% customer satisfaction, and had 77% of chats self-served. Chatref runs on pay-as-you-go credit with $50 free on signup, no per-seat fees, and every feature included.
Banking · 250,000 customers · 40 branches
At a glance
CityTrust Bank in a nutshell.
3x
Inquiry capacity
89%
CSAT
77%
Self-served
24/7
Coverage
- CityTrust Bank trained Chatref on account-type brochures, fee schedules, loan eligibility rules, and fraud reporting playbooks so customers get consistent answers on mobile, web, and SMS.
- The chatbot routes sensitive actions to human bankers with full chat context, keeping regulated workflows (wire transfers, disputes, identity verification) inside existing secure systems.
- Inquiry capacity tripled and customer satisfaction reached 89% on pay-as-you-go pricing – no per-seat fees, no feature gates, and every new account started with $50 free credit.
The story
How it played out.
The challenge
CityTrust Bank serves 250,000 customers across 40 branches. Call-centre volume had grown faster than headcount for three years, and average wait time had crept to 22 minutes during peak banking hours. Customers needed immediate answers on routine items – balances, transfer limits, card activation, fee explanations, fraud reporting – but compliance ruled out cheap, generic chatbots that could invent answers or leak data.
CityTrust needed automation that would answer strictly from bank-approved content and hand off cleanly the moment a conversation became regulated work.
The Chatref setup
CityTrust trained a Chatref chatbot on their account-type brochures, fee schedule, loan eligibility matrix, fraud reporting playbook, and branch-locator data. Because Chatref answers only from your own content, the compliance team could review the corpus line-by-line before approving.
The chatbot was embedded in the mobile app, online banking portal, and SMS channel. Any message that mentioned a wire, dispute, identity change, or account closure was handed to a banker with the full conversation transcript attached – so the customer never had to restart.
The outcome
Inquiry capacity tripled within the first quarter, with no new call-centre hires. 77% of chats finished without human escalation, and customer satisfaction reached 89%. The fraud playbook shortened the path from "I see a charge I did not make" to a card freeze to under two minutes because the chatbot could walk the customer through verification and hand off directly into the fraud queue.
CityTrust runs on Chatref's pay-as-you-go model – $50 free credit at signup, unlimited chatbots, unlimited team seats for the bankers who supervise hand-offs, and every integration included.
Explore
More customer stories.
What does CityTrust Bank do?
CityTrust Bank is a regional bank serving 250,000 customers that deployed Chatref – a pay-as-you-go AI chatbot – across mobile, web, and SMS.
What problem did CityTrust Bank solve with Chatref?
The chatbot routes sensitive actions to human bankers with full chat context, keeping regulated workflows (wire transfers, disputes, identity verification) inside existing secure systems.
What results did CityTrust Bank see?
CityTrust Bank reached 3x inquiry capacity, with 89% csat. Inquiry capacity tripled and customer satisfaction reached 89% on pay-as-you-go pricing – no per-seat fees, no feature gates, and every new account started with $50 free credit.
How long did it take CityTrust Bank to go live?
CityTrust Bank launched quickly and started seeing results within the first weeks. Chatref trains on your existing content, so most teams go live in days, not months.
How much does Chatref cost?
Chatref is pay-as-you-go. You start with $50 of free credit, then pay only for what you use. There is no subscription, no per-seat fee, and every feature is included.
Can I get results like CityTrust Bank?
Yes. Train a chatbot on your own docs, FAQs, and past tickets, deploy it on your website and other channels, and let it answer the routine questions. Start free with $50 of credit.
Scale banking support without scaling the call centre
Train Chatref on your approved content in minutes. $50 free credit, no subscription, compliance-friendly.
See the full pricing or browse more customer stories.