October 15, 2019

How do chatbots accompany banks in the evolution of their customer relationships?

The question of customer experience and the digital transformation that companies are experiencing is leading banks to rethink.  Made-to-measure, accessible 24/7 and on our favorite smartphones...

The bank of tomorrow is at your fingertips today!

This is a phenomenon that affects all sectors... and that of the bank is not spared!  More than ever, customer demands are evolving as their digital use intensifies on all channels.

To answer this, the conversational agent is the best answer.  The digital bank of BNP Paribas, Hello Bank, is proof.  This bank is now accessible on Messenger, Facebook’s instant messenger.

Objectives?  Capturing an already very customary clientele of social networks and on the other hand, allow a considerable savings of time to Hello Bank’s sales consultants.

This chatbot is called Helloïz.  It guides you on opposing your credit card of in obtaining a RIB.  Another advantage, Helloïz is available 24/7!

As a true “partner” of customer services, the conversational agent allows a decongestion by automating the processing of complaints.Your customer service can then focus on high value-added tasks requiring precise expertise and human interactions.

A step by step implementation

The chatbot is a real tool at the service of banks and their customers, but it can only be fully effective if you prepare your subject in advance by thinking about a few questions:  What are your expectations?  Improve the customer relationship?  Help agency advisers?  Improve a specific service?  Increase customer satisfaction or the average basket?  All at once ? In any case, it is necessary to start on a specific axis and to improve the knowledge of the chatbot according to the requests of the customers thanks to a hybrid customer service where human and bot work together.

In a few words:  take your time.  In a progressive way, start with what seems interesting to experiment with at first... accustom your users, take the opportunity to capture others and lead the worms new features that you develop in a second, third time... We must adopt a progressive approach with concrete use cases.

It is essential that the bank can create its own chatbot and that it is the hand to modify it at any time.  

Do not isolate this project from others!  Its integration must be consistent with your environment. The conversational agent must be articulated with other projects to generalize learning practices brought by these new technologies.

Finally, the chatbot must be intelligent by being connected to banking tools.The goal is not to be a collection of frozen information but a tool generating information in real time and completely secure.

An undeniable contribution

As you can see, the customer relationship is undergoing a revolution and the chatbot will be at the heart! It is he who will lead to rethink traditional approaches.

The gains generated by such an approach are numerous!

Banking advisers are seeing their business evolve, and chatbots are essential partners in this evolution.  They become “augmented” banking advisors who, thanks to their conversational agents, become more available to their customers and more responsive.  The chatbot takes care of answering the majority of the customer requests.  The chatbot can also help them sell more complex products.

The benefit is not only for the customer and the advisor, it is a contribution for the company, the chatbot is the gateway to a reflection and a positioning of the AI as an opportunity for the organization and not as a threat.