Intelligent banking assistant: personalized interactions for every customer

The client needed to evolve its digital service platform to deliver more accurate responses and expand customer self-service capabilities. We developed an intelligent virtual assistant that introduced new business processes, enhanced the user experience, and reduced the operational workload of the Contact Center.

The Challenge

The bank needed to improve the effectiveness of its virtual assistant to handle a higher volume of customer inquiries without human intervention, reducing transfers to the Contact Center while delivering a faster, more personalized experience. It also sought to expand the assistant's capabilities by incorporating new business processes and enabling a new service channel for employees.

The Solution

We designed and implemented the evolution of the virtual assistant using IBM Watson, incorporating new business processes and integrating them into the existing customer service platform. The project combined Customer Experience, Data Science, conversational design, and continuous model training to improve natural language understanding and increase response accuracy. We also enabled new service channels and established an iterative process for measuring and continuously improving performance based on the analysis of real customer conversations.

Benefits

Expanded virtual assistant coverage through new business processes.

Reduced Contact Center operational time.

Lower operational costs.

More accurate responses through continuous conversational model training.

Improved self-service experience for customers and employees.

Continuous improvement methodology based on the analysis of real customer conversations.