Humans + technology = happy customers
While on the phone with a customer, RBS employees get quick digital mortgage support from Marge by typing key words into a console. With cognitive enterprise technology at their fingertips, they are able to support new and existing home buying customers.
Since implementing the digital mortgage support tool, RBS has seen a 20% improvement in customer NPS, and a 10% decrease in call duration.
As Marge evolves, Royal Bank of Scotland employees will be empowered to do great work during the digital transformation and the bank will continue on its journey to becoming a Cognitive Enterprise, IBM’s vision for the next-gen business model.