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Archway Software and WaFd Bank Modernize the Banking Experience Using AWS

Key Outcomes new accounts using machine learning 6,600+ reduction in “asking for an agent” using call servicing experience with intelligent-voice banking 45% increase improved net promoter scores from 17 to 57 235% Overview Supporting financial needs for a diverse customer base requires innovative solutions that put the customer experience at the center. Archway Software is an independent corporation that raised $15 million in Series A money in 2022.

Agent or tool
Custom agent
Topic
Customer Support
Reported on
Case study (AWS)
Added
2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 285 by interest), and one of 266 involving Custom agent.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into your own agent or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (AWS): https://aws.amazon.com/solutions/case-studies/archway-software-wafd-bank-case-s…. Our summary is a paraphrase; details are in the source.

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