Financial Services
Transforming the Banking Experience: End-to-End Conversational Strategy
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increase in successful contactability
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increase in loan formalization
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increase in successful digital onboarding
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savings in operations
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Customer Satisfaction (CSAT)
Innovating financial engagements
In a world where digitization is key, banking is not left behind. This case explores the remarkable success in which one of the largest banks implemented an end-to-end conversational strategy, revolutionizing digital customer onboarding, product growth strategy, and customer service.
Goal-driven
The bank sought to provide a seamless conversational experience across institutional native channels (web and app), integrate human and automated agents, while enabling enriched, personalized, and proactive interactions throughout the customer's lifetime and journey. All of this through a comprehensive conversational solution, using circular data, intelligence, and analytics capable of optimizing their internal processes.
The Conversational Banking Revolution
The solution consists of 5 essential pillars:
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- Digital Onboarding:First-time users or those experiencing login issues connect with the most suitable agent to complete their registration without leaving the application or website, enabling them to access their online banking session in a matter of minutes.
- Intent Detection:The bank can identify common issues and release system improvements based on recurring user intentions.
- Personalized Invitations:This strategy guides visitors through product application processes and issue resolution, thereby boosting conversion and solution rates.
- Efficient Connection for Loans:Smart routing rules ensure that conversations are directed to loan formalization executives based on the user's location and the assigned zone for each executive.
- Integrated Video Call: Through a secure, encrypted video call within the bank's environments and with the most suitable executive for each client, transactions can now be completed without visiting the branch.
Wrap-up: Revolutionizing through Conversational Strategies
This success story demonstrates the pivotal role of technological innovation in the contemporary banking landscape. Through tangible results, it exemplifies how an end-to-end conversational strategy can revolutionize the banking experience. From digital onboarding to customer service, each phase was fine-tuned to deliver convenience and efficiency to customers.
This bank has not only optimized its customers' experience but has also improved people's quality of life by facilitating communication through immediacy and security. Moreover, it has set a high industry standard and bolstered customer loyalty by setting itself apart from competitors.
This case underscores the transformative power of an integrated experience, showcasing how a cohesive conversational strategy can overhaul various aspects of banking operations, ultimately enhancing customer satisfaction and driving growth.
Next steps
Efficient routing and issue resolution thanks to artificial agents
Seamless integration of conversations from the bank's native channels (web and app)
Precise identification of the user's origin channel and website screens
Effective collaboration between human and artificial agents
