European Financial Institution

Highly successful use of Virtual Assistants has cut call volumes and boosted customer service for this prominent internet banking and insurance company. The company is now planning an integrated virtual chat service across both its sites, supported by Teneo Chat (Agent-based Chat) and Teneo Easy Reply (Email Management).

As one of the biggest internet banks in Europe, excellent online customer service is a crucial differentiator. The company wanted to make it easier for customers to navigate what are often complex products, so that they could find what they need quickly and without having to seek advice from helplines or email forms. Specific objectives for the project were to:

• Add functionality to the website
• Make customer service more accessible
• Significantly reduce inbound calls
• Drive users to the website as the first channel of contact
• Cut costs by optimizing and automating routine services
• Provide round-the-clock service 
• Boost customer satisfaction

The solution: a dynamic virtual chat duo!

Artificial Solutions implemented two separate Virtual Assistants for its insurance and banking websites. These Virtual Assistants provide customers with accurate information and guidance to register an account and bank online. Our main focus was to: 

• Divert customers from the more expensive phone channel to more cost efficient online channels
• Increase the range of self-service solutions to provide better and more comprehensive service online

With a steady build-up of knowledge, the Virtual Assistants are able to manage quite specific customer inquiries, also building up customer service efficiency.

Following a successful trial, the company now has its Virtual Assistants working full time on its website and achieved clear improvements in customer satisfaction. There are now plans to link the two agents and websites, to handle interactions related to both insurance and banking. Discussions are also under way to consider implementing an Agent Based Chat (ABC) and Email Management System (EMS) to deliver even greater efficiency and service.