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News : BNY Mellon and Deutsche Bank Launch Chatbots for Clients Trading on HKEX

#contactcenterworld, @Albridge, @deutschebank

Hong Kong, June 4, 2018 -- BNY Mellon and Deutsche Bank announced the integration of their chatbots built on the Symphony platform which will result in a more seamless flow of information for clients trading securities on the Hong Kong Stock Exchange.

The chatbots will improve the workflow efficiency between both organizations and the client experience.

Building on a proof of concept developed in a 24-hour hackathon by BNY Mellon’s Singapore Innovation Center team, Deutsche Bank and BNY Mellon jointly deployed a chatbot-to-chatbot communication solution that replaces previously manual responses to status updates on their securities trades. Using these new chatbots, trade settlement status queries for the Hong Kong market are now available to both organizations using Symphony messaging platform. This significantly reduces the manual effort required to query status updates, improving both speed and accuracy.

"We are pleased that our new chatbots can now automate a part of the trade process that previously demanded considerable manual effort. The speed and timeliness of the response were paramount to the client’s experience when this process was in use. Our solution now creates a more efficient way to exchange this information and allows our clients to put their resources to use in greater value-added areas that would ultimately improve efficiency and profitability." said Hani Kablawi, Chief Executive Officer of BNY Mellon’s Global Asset Servicing business. "We are looking forward to extending the chatbots into markets other than Hong Kong in the coming year."

Deutsche Bank worked with BNY Mellon to integrate their chatbot into BNY Mellon’s implementation with HCL Technologies as Deutsche Bank’s technology partner. 

John Gibbons, Head of Global Transaction Banking at Deutsche Bank, said: "We are delighted to be partnering with BNY Mellon on this innovative idea, which we took to market so quickly. Working in close collaboration, we created a ‘joint ecosystem’ where our institutions share information to deliver seamlessly for the benefit of the end-client."

Jeslyn Tan, Deputy Head of Global Product Management, Securities Services at Deutsche Bank, said: "What’s different here is the collaborative approach we took to resolve a real speed and accuracy need for our clients. When we first brainstormed the issue, it was immediately obvious that for a truly business-enabling experience, a fully integrated solution in the form of chatbot connectivity was required between both institutions."

#contactcenterworld, @Albridge, @deutschebank

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.finextra.com


About Deutsche Bank:
Company LogoDeutsche Bank AG (literally "German Bank"; pronounced [ˈdɔʏtʃə ˈbaŋk]) is a German global banking and financial services company with its headquarters in the Deutsche Bank Twin Towers in Frankfurt. It has more than 100,000 employees in over 70 countries, and has a large presence in Europe, the Americas, Asia-Pacific and the emerging markets. In 2009, Deutsche Bank was the largest foreign exchange dealer in the world with a market share of 21 percent.
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Today's Tip of the Day - Think About Demotivating Your Staff

Read today's tip or listen to it on podcast.

Published: Wednesday, June 6, 2018

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2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
PH: 425-649-1246

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Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918

7.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80
 

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