Client Overview
River Run MHC, a standout in customer service within the banking industry, faced mounting pressure to evolve its digital operations. As more customer interactions shifted online, the bank needed a modern, secure solution to unify service across branches and digital channels—without sacrificing the personalized support that defined its brand. With LinkLive, River Run streamlined its operations and deployed AI to meet the expectations of today’s digital-first banking customers.
The Challenge
Despite River Run’s strong reputation for service, the rapid shift toward digital banking introduced inconsistencies in how customers experienced support across channels and branches. These service gaps risked undermining hard-earned trust and customer retention—two pillars of success for any financial institution.
At the same time, River Run needed to stay competitive in a banking landscape where speed, security, and convenience are non-negotiable. This meant adopting a platform capable of consolidating voice, chat, and video interactions while ensuring regulatory compliance and data protection across all channels.
LinkLive Resolution
River Run chose LinkLive’s secure, AI-enabled communications platform to unify its customer engagement strategy. With chat, voice, and video brought together on a single interface, the bank gained the ability to deliver consistent, high-quality service across all touchpoints.
By introducing LinkLive’s AI chatbot, River Run offloaded common customer inquiries, allowing service teams to prioritize complex, high-value interactions. This improved overall responsiveness while enhancing the employee experience. With LinkLive’s cloud-based, secure architecture, River Run’s staff can now assist customers from anywhere—ensuring business continuity and flexibility.
In a bold step forward, River Run also became one of the first banks to successfully roll out Generative AI on its website, further distinguishing itself as a digital leader in the financial services sector.
Result
AI-Enabled Efficiency
River Run’s chatbot reduced inquiry volume to service teams, increasing operational capacity without adding headcount.
Unified Banking Experience
Voice, chat, and video now operate seamlessly on one platform, ensuring a consistent, secure customer journey.
Secure Remote Access
With LinkLive’s secure architecture, River Run delivers consistent service—no matter where agents log in.