AI Assistant to Empower Customer’s Banking Experience and 24/7 Personalized Service
10
sec
Customer query response time.
8
x7
Self-service support accessible by customers for basic tasks.
12
%
Increase in customer interaction rate from 12%.
The Process
The client is a leading global bank that was looking at enhancing their customer experiences, especially for query resolution process. They relied heavily on traditional methods for customer engagement and service delivery. Customers often had to navigate complex mobile apps, search for answers through FAQs, visit physical branches or wait on hold to speak with a representative for routine tasks and assistance. This experience was time-consuming and often inconvenient, leading to decreased customer satisfaction and engagement.
Furthermore, the lack of personalized financial advice and insights meant customers were missing out on opportunities for better financial management. The manual processes also resulted in inefficiencies and higher operational costs for banks.
The Solution
With the implementation of Aiwozo’s virtual assistant powered by Artificial Intelligence (AI) integrated with cloud technology, the banking process underwent a significant transformation. Customers gained the ability to manage their finances seamlessly, enabling 24/7 self-service for tasks such as turning debit cards on or off, checking credit limits, and searching for transactions by date, amount, or type.
The AI assistant also provided personalized financial tips and actionable insights, guiding customers towards better financial decisions. This digital shift not only enhanced customer engagement and satisfaction but also improved operational efficiency by automating routine tasks and providing valuable data-driven insights.
Challenges Addressed
Key business and operational challenges that limited performance, scalability, and governance before automation was introduced.
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Revenue loss -
24/7 operations -
Low cross sales revenue
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Inconsistent customer service -
Large volume of customer queries