Digital Bank
Case Study of a Leading Digital Bank
The implementation of chatbots on website channels and applications of digital banking institutions favored by millennials has proven effective in enhancing the performance of customer service.
Company Background
An innovative banking app provided by a popular digital bank among Indonesian millennials offers a convenient and secure solution for various customer activities, including saving, transactions, and money management. This revolutionary application allows users to effortlessly handle all their banking needs from the convenience of their smartphones. Going beyond traditional banking, this digital bank aims to harmonize users’ lifestyles and finances through a user-friendly approach.
Prior Condition
The customer experiences delays in getting a response from the customer service agents.
Speed and effectiveness in responding to customer requests or questions are far from optimal.
If this issue is not addressed, it will undoubtedly impact customer perceptions and erode trust in digital banks.
Objective to be achieved
Assisting customer service agents in handling questions and requests that come through the website and application in a professional, timely and practical manner according to their customer preferences.
Accessible Customer Service 24/7, Just a Touch of a Finger
AI Technology
Objectives Achieved Successfully
By incorporating chatbots, a remarkable 84% of the 400,000 incoming chat messages were effectively handled by the automated bots. This exemplifies the efficacy of chatbots in promptly addressing customer inquiries and requests.
The workload for customer service agents in addressing repetitive questions has significantly decreased.
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