© ContactCenterWorld.com
Kore.ai Introduces BankAssist To Empower Customers With Self-Service Experiences #contactcenterworld Today, banks face the unprecedented challenge of effectively catering to a significant rise in customer requests, while also looking for new ways to deepen customer relationships in an increasingly experience-driven world. Wait times are sharply increasing, driving down customer satisfaction, while the rise of social media puts even more pressure on banks to meet customer needs on their preferred conversation channels. The current industry challenge is the existing call center operating model, which places hundreds of agents in small spaces. Kore.ai has identified the need to reinvent this model, which has been particularly strained due to the unique challenges presented by the pandemic. Prevailing interactive voice response (IVR) technologies, however, aren't able to deliver a natural conversational customer experience. Most rely on identification of keywords or have very limited routing trees based on pressing digits, often leaving customers frustrated and wanting to speak or chat with a live operator. As an AI-first, this conversational virtual assistant solution is purpose-built for banking customers, and meets these challenges head-on. BankAssist is an enterprise-class, virtual assistant that is designed to automate highly accurate natural conversations with maximum containment to drive extraordinary customer experiences via voice and other digital channels. BankAssist is available in all of the financial institution’s channels - web, mobile, IVR, SMS, social media and live agents. Banking customers are able to start conversations in one channel and complete them in a different channel without losing context. "BankAssist is the first retail banking CX solution that enables extraordinary experiences on both voice and digital channels," said Raj Koneru, Founder and CEO of Kore.ai. "BankAssist can be deployed fast into the market alongside our AI-first contact center solution to provide an omnichannel experience for customers, while banks use AI to automate and improve the customer and agent experiences." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, September 15, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |