First Internet Bank has gained $2 billion in deposits over the past 36 months, bringing its total assets to $6 billion and the chief executive attributes the growth to technology.  

“The advent of all the new tech and services coming out, is it allows us as the service provider to focus on real problems and let the tech take care of mundane questions and basic services,” CEO David Becker told Bank Automation News.  

The digital bank integrated Zoom as its phone service provider in October and has since streamlined call center operations by using bots, Becker said. 

For example, at the end of a quarter, the bank sees a surge in calls regarding certificates of deposits, Becker said. With Zoom, automation has removed 4,000 calls about CDs from First Internet Bank’s normal call flow. 

Zoom has made queues shorter and responses faster, Becker said, noting that wait times have been cut in half.  

Zoom’s phone service allows banks to consult with customers via video, instant chat messaging and voice calls, according to the company. Capital One and Ally are among Zoom’s financial institution clients. 

Expanding Zoom

Since implementing Zoom last fall, the bank has rolled out a new feature every month, Becker said. 

The next feature to launch allows call center representatives to have a holistic view of a customer based on the phone number the call comes from, Becker said. When a client is “passed to a customer service representative, it will populate the screen with all the accounts, all the services and products that you have with the bank.” 

The bank’s priority is “continuing to develop the Zoom phone system and automation tools there to give us better service and practice,” Becker said.