As in other industries, a good banking service makes it easy to achieve a fast and nice interaction between the company and its clients. In this respect, Banks have always been innovative in the implementation of any self-service solutions, like the ATM and the home-banking. Next step concerns to answering client questions and any other inquiry through multiple digital platforms, dominated by the mobile banking
Users expect to have the total control on their banking accounts and the possibility to dialogue with these financial institutions with tablets and mobiles.
Since this customer service virtual agent solution is available in the market, the idea of talking to a call center seems more and more obsolete. Some benefits of having a virtual agent are:
Simultaneous attention: the AV is able to answer thousand and thousand of inquiries at the same time, providing the information people are looking for
Multi-Channel: users can interact with a VA on the website or through Facebook and twitter accounts
Multi-Channel: Multi-platforms: clients are able to keep in contact with a bank from a computer, a Tablet and a Smartphone, thanks to the simplicity of this solution. In other words, display and answer are adaptable according to the device. Also, due to the voice recognition technology, users can carry out questions orally. Definitely, it is a flexible solution that allows clients to solve their problems anyway and anytime
Time saving: as we said before, clients used to solving their financial needs through home banking systems or ATM. According to that, we can infer they are willing to interact with a VA, when they look for any account details. It takes less time and energy compared to a call center communication or a website searching to find the information requested
Precise Data: The VA provides complete answers to any client’s questions, even if they are oral or written. Virtual Agents are able to interpret client expressions, thanks to the natural language technology that allows it to recognize the inquirer’s intention
Self- learning: this solution is based on data, so it records every interaction between the client and the VA. Banks can constantly evaluate the conversations and answer client needs with a proactive attitude.
In a competitive financial world, a good customer experience increases loyalty.
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