Raiffeisen Switzerland focuses on retail banking and is one of the three largest banking groups in Switzerland. As stated in the bank's vision, sustainable success also requires up-to-date products and services, which is why digital customer dialog must not be missing from the offering.
In order to convince customers to use TWINT and to clarify open questions about it immediately, the idea of introducing a chatbot as part of a pilot project at Raiffeisen Bank came up. Raiffeisen Bank worked out this idea together with chatbot expert Sophie Hundertmark and developed the chatbot Tina. Tina is to inform website visitors about the benefits and areas of application of the app. Since Raiffeisen Bank has received many telephone inquiries on this topic so far, they are particularly curious to see how the call volume will be reduced. Tina differentiates between users who have already installed the TWINT app and are benefiting from it, and those who are not yet familiar with the app but would like to know more about it.
On the one hand, the bot provides support with login problems, questions about sending and receiving funds, or technical concerns, and on the other hand, it shows website visitors the advantages of TWINT and underscores the app's appeal with the goal of motivating prospective customers to download the app to their smartphones. Tina convinces not only with a great customer experience, but also with her language skills, as she communicates in German, Italian and French.
Tina is currently a pilot project that will run until the end of 2021 and aims to make it easier for website visitors to search for information and provide information. The experience gained during this phase should convince both customers and the bank's own employees of the added value of the chatbot. By using Tina, Raiffeisen Bank hopes to reduce the volume of calls. There has already been some initial success, with 300-400 sessions per day and good reviews from customers since the chatbot went live.
Whether customers will continue to like the chatbot channel and what kind of experience can be gained with it, the near future will show, but it looks promising!
In addition to this Raiffeisenbank with headquarters in St. Gallen, the two branches Raiffeisenbank Belalp and Morges rely on their own chatbot for their website as well.