Whether asking Siri to direct you to the nearest McDonald’s or inquiring about the weather to Alexa so you can decide whether to wear a jacket, many have grown accustomed to chatting with virtual assistants powered by artificial intelligence and machine learning to gather the information they seek.
Given the convenience and intuition of such sophisticated virtual assistants, they have proved to be especially useful in enhancing customer service and the overall customer experience. Banking chatbots are one avenue of implementation that has demonstrated this. Many financial services institutions have found relief from industry-wide challenges such as branch staff shortages and keeping up with growing customer expectations by adding chatbots to their customer service repertoires.
Such benefits include:
- Chatbots make customer service more accessible. Where the typical bank branch or call center operates from 9 to 5, chatbots can offer round-the-clock service. This makes life easier for virtually all customers, eliminating the urgency of having to squeeze in a trip to the bank during a lunch hour or the aggravation of having to stand in line or be put on hold just to have one question answered.
- Chatbots reduce support costs. Because of their sophisticated artificial intelligence, chatbots can assist with many of the same tasks as human customer service associates. They can guide users through password resets, account balance inquiries, and bill pay, for instance. This gives human customer service associates more bandwidth to assist customers with more complex requests, helping to cultivate more thorough and efficient customer experiences across the board.
- Chatbots can be engineered to execute automated tasks. For example, financial institutions can engineer chatbots to approve customers for a loan. Bots can simply ask users a few questions, check their credit history, and initiate the loan transfer right then and there, bypassing pesky wait times and the need for extensive manual data entry.
- Chatbots help boost customer engagement. Chatbots can gather data about their users and offer personalized advice, suggestions, and reminders based on this data. This insight gives financial institutions that use chatbots an edge over less tech-savvy competitors.
Perficient can help your financial services company experience the benefits of implementing a chatbot.
We are partnering with Kore.ai, a Leader in 2022 Gartner® Magic Quadrant™ for Enterprise Conversational Al Platforms, to offer clients a free, 30-day “Try-‘N-Buy” trial of the Kore Environment. The Kore Environment includes BankAssist, AgentAssist, and SmartAssist products, detailed below:
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- BankAssist: Kore.ai’s BankAssist pre-trained Virtual Assistant understands simple and complex use cases, ranging from balance inquiries to discussions regarding fraudulent transactions — users can check balances, transfer money, pay bills, inquire about their transactions and spending, review account details, set up alerts, and more. Kore’s BankAssist Virtual Assistant allows banks to also customize capabilities and build out new use cases to fine-tune their desired user experience.
- AgentAssist: Kore.ai’s AgentAssist is a live agent’s best friend. It works in tandem with live agents, monitoring customer-agent conversations and using artificial intelligence to identify customer intents and sentiments, enabling the prediction of customer needs. Live agents can also have AgentAssist execute tasks.
- SmartAssist: SmartAssist is an end-to-end AI-native contact center as a service (CCaaS) that elevates the contact center experience. It enables users to design, manage, track, supervise, and collaborate, create omnichannel customer experience flows, and can be used in conjunction with BankAssist and Agent Assist.
Think Kore.ai’s digital and voice capabilities might be a good fit for the needs of your financial institution? Reach out to Aldo Sidartawan to get your trial process started and discuss how to fast-track the deployment of state-of-the-art self-service and experience for your customers.
