Client Overview
The client is a rising European bank who wanted to reduce support costs and enhance customer service experience by automating queries to customer service requests.
Business Challenge
- Understanding user queries based on keywords
- Addressing user intent by providing a proper response
- Handle multiple requests at the same time
- Providing clear steps for query resolution
- Providing multilingual voice interaction support
Solution Highlights
- Replace FAQ pages with the bot
- All questions are programmed and pre-fed
- Displays relevant details based on the question asked
- Eliminate boredom with an interactive and interesting FAQ process
- Uses active learning and improves itself
- Voice interaction supported
- Automatic transfer to human support for advanced queries
Benefits
- Handles more than 10,000 request per day
- Provides clear step by step instructions for customers
- Reduction in calls to the support center
- Improved customer service
- Multilingual voice interaction support resulting in improved customer experience
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