Build a Better
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Chatbots will power 85% of all customer service interactions by the year 2020 (Gartner).

Demanding customers. Rising costs. Security threats. As we embark on a digital revolution, banking is becoming a competitive battlefield where only the most efficient, adaptive and inventive survive. And one of the biggest weapons in our arsenal is the chatbot. With the power to free up time, unlock savings and better satisfy customers, the question isn’t “will you get a chatbot?” but rather, “how do you make your chatbot as powerful as possible?”

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Conversational Banking

For more detailed info about the future of conversational banking download the full white paper.

Excerpt

The 3 keys to winning customer loyalty with a chatbot?

Chatbots can improve conversational banking in three key ways. The first is Intent – employing a series of clarification and confirmation techniques to quickly and accurately understand what a customer truly wants. The second is Experience – using voice, visuals and video to make conversations more effective and enjoyable. And the third is Privacy and Security – ensuring that the transmission of transaction or customer data is protected during the user journey.

1: Intent

The biggest challenge to conversational banking can be the quick and accurate discovery of the customer’s intent. Slangs, dialects, abbreviations and misspellings often require elaborate design and meticulous training to achieve satisfactory accuracy. That’s why a well-designed cognitive chatbot employs tactics such as examples, clarifications, confirmations and multiple-choice questions to guide customer interactions until sufficient info is obtained.

AI that discovers a customer’s intent leads to more accurate responses.

Question

Intent Discovery

Intent

Predefined Journey

Results

2: Experience

Being understood is merely the first step. Just like human interactions, a great conversation should be effective, effortless and enjoyable. In addtion to verbal interactions, smartphone messaging apps can display text, pictures, maps, voice and video.

Chats should be rendered using the most effective content types depending on where the chats take place. For example, a chatbot introducing a credit card offering via a voice assistant must be recited concisely. The same chat when occurring through a messaging service can show a carousel of cards each with a thumbnail of the card design with links.

Enriching conversations with different audio and visual media enhances communication.

3: Privacy and Security

A third challenge arises when a customer journey involves the transmission of transaction or customer data. Regulations differ from country to country. Many banks avoid transmitting PII over social media sites known to monetize customer data. Non-PII transaction data are usually treated differently and allowed to be initiated or displayed on third-party sites with customers’ consent.

Chat transactions involving customer data require secure approaches.

Secure Web Form

For new customer acquisition or account application.

Invoking Internet/Mobile Banking

One-time account access for existing customers.

Account Linking

Multiple-session account access for existing customers.

Get the White Paper

Conversational Banking

For more detailed info about the future of conversational banking download the full white paper.

Quiz

What do you think is the most commonly asked customer query?

Incorrect
Correct
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Conclusion

As chatbots and text chat services continue to expand into the financial world, it’s up to you to continue to rise to these new industry standards to stay competitive. For more detailed info about the future of conversational banking and how to stay ahead of customer, security and technological demands, download the full white paper.