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Initial situation
STUcard is the name of a free Kantonalbank youth account debit card for young people, students and young adults. It gives you additional youth discounts at over 600 partners (local, regional or national). The STUcard is currently available at 16 German-speaking cantonal banks in Switzerland.
STUcard receives inquiries every day by phone, email, WhatsApp and social media. In order to be able to respond to the young target group in the best possible way, a solution was sought to set the exchange hurdle as low as possible.
Idea & realization
Recent studies have shown that young people like to communicate via the chatbot channel and are less likely to pick up the phone. This is how the chatbot implementation project came about.
With the introduction of aiaibot, members now have the opportunity to address their concerns independently and without waiting times via the digital self-service chatbot. The chatbot provides information about STUcard in general, deals/voucher codes or the options and functions of the STUcard.
"Mona & George" is the name of the bot that has been available on the STUcard website since February 2023. Members can place their mostly simple requests quickly and easily and, depending on the topic selected, are forwarded directly to the page they are looking for or their request is resolved immediately. More complex requests are collected and then processed directly by customer service. This relieves the customer service team enormously.
From the engaged sessions already recorded since the introduction of the chatbot, it can be seen that the majority have requested information on general STUcard topics (45%) and problems with discount redemption (27%). Most of the issues that have been dealt with in the chat have been resolved and 70% of the feedback so far has been very positive and constructive.
Leslie Frey, Senior Online Marketing Manager at STUcard, explains:
Since the launch of the chatbot, we have measured an increase in inquiries of around 40% per day.
For this reason, the chatbot will be continuously developed.
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