Today, most banking takes place online. Accounts are opened, payments made, investment products purchased - all digitally and around the clock.
Conversational AI can be used to address areas where there is great potential for reducing service requests. For example, in the login-protected area or for advice on products. The chatbot can then also be excellently combined with a live chat or video chat.
Complex products require individual consulting. The chatbot acts as an input channel, provides advice, and thus makes an initial needs assessment. It then seamlessly hands over to a live chat advisor, who can directly follow up on the previous conversation thanks to the chat history.
In this way, customers also feel competently advised at the digital touchpoint. The interaction with the chatbot and the support via live chat, co-browsing or video consultation create an integrated customer journey with a positive customer experience.
Questions about the eBanking login, the latest account statement, or banking products: the list of frequent customer concerns is long. The chatbot complements your customer service as an always available, digital self-service channel. In this way, you relieve the service department, which can instead take care of more complex concerns. This leads to even better customer service and lower costs.
The chatbot advises your website visitors and promotes your products and services in a targeted manner. In this way, the bot leads interested parties to the point of purchase or collects contact information for a consultation appointment.
Zuger Kantonalbank is pioneering the digitization of the customer advisory process and is relying on chatbot «Mona». In the first two months, over 15,000 interactions were recorded, and the Cantonal Bank of Zug received a great deal of praise for the digital assistant.