How long did you think about it before actually moving?
D
Bank Switching Research
Interviewer agent · 1.7K uses
Interviewer Agent
Branch Closure Customer Impact Research
Transaction volume measures what people did there, not what the branch was holding together. A branch closure looks clean on a transaction model and lands very differently for the customers who used it for the things that do not show up as transactions: complex problems, reassurance, cash for a business, a person who knows them. This conversation finds out what those were and whether the relationship survived.
Post-closure retention protected
At-risk relationships identified
The real closure cost measured
Used 1,927+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What they used the branch for beyond routine transactionsHow often they visited and for what occasionsWhat they do instead nowWhether the substitute works for themHow the closure changed their view of the bankWhether it made them consider moving
Questions it always asks
The core fields every response captures.
Always ask what they used the branch for beyond routine transactions
Always ask whether the closure made them consider moving banks
How it adapts
Follow-ups that change based on what people say.
If they run a business, ask specifically about cash and check handling
If they have considered moving, ask how far they have taken it
Where it routes people
Different paths for different answers.
Send at-risk relationships to retention before the branch actually closes
Escalate accessibility problems to the operations and compliance teams
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #retail-banking in Slack when closure-driven switching intent appears
Update the customer record in Salesforce with post-closure risk
Trigger a retention outreach for customers flagged at risk
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation asks what they genuinely used the branch for and how often, pushing past routine transactions to the occasions that mattered. It then asks what they do instead now, whether that substitute works, and whether the closure changed how they feel about the bank. It closes by asking directly whether it made them consider moving, which is the number the closure model never included.
Getting started
- 1
Select customers within the catchment of a closing or recently closed branch
- 2
Distinguish routine transactions from the occasions that actually needed a branch
- 3
Capture whether they have considered moving, as the real cost measure
- 4
Route at-risk relationships to retention before the closure completes
Template Details
- Agent Type
- Interviewer
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Reduce churn
- Job to be done
- Interview customers & users
- Journey stage
- Retention
- Replaces
- 1:1 interviews
- Integrations
- Salesforce, Slack, Email
- Times Used
- 1,927+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Closure models are built on transaction counts, which capture routine activity and miss the occasional high-stakes visits that anchor a relationship: a bereavement, a fraud, a business cash need, a complex product decision.
- Post-closure surveys typically measure satisfaction with the alternative arrangements rather than whether the customer is still there in two years.
- Complaint volume after a closure understates the effect badly, because the customers most affected often say nothing and quietly move.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation deliberately pushes past routine transactions to the occasions that actually needed a branch, which is where the relationship value sits.
- It asks what they do instead and whether that substitute genuinely works, rather than assuming digital channels absorbed the demand.
- Asking directly whether the closure made them consider moving quantifies attrition risk while it can still be addressed.
What is branch closure impact research?
It is research with customers in the catchment of a closing or recently closed branch, measuring what the branch was actually used for and what the closure costs in relationship terms. It complements the transaction-based model that justified the closure by capturing the activity that model could not see.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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