News : Swedbank Humanises Customer Service with Artificial Intelligence Platform
Stockholm, Sweden, Dec 17, 2015 -- Swedbank, which employs a team of contact centre agents across Europe, the US, and China, was looking to reduce the amount of transactional calls that were coming through so its agents could focus on value adding to the business.
"Transactional calls took up almost all the time of our contact and branch office workers. But we wanted them to do was spend time on more value adding, relationship building activities. For example, instead of helping people transfer money from one account to another, we want our people to help them purchase a car or insurance for their mortgage," according to Swedbank head of operational support Martin Kedback
Initially, Kedback said the bank thought the ideal solution to reduce transactional calls would be to build a knowledge database. But enterprise software provider Nuance suggested the bank was going to gain more from integrating a virtual assistant named Nina.
....NOTE - content continues below this message
SPONSOR MESSAGE: INVITATION!
We invite you and your colleagues to take a couple of days out of your busy schedule to join us and the elite in the industry to listen to the NEXT GENERATION Contact Center & Customer Engagement Best Practices.
According to Kedback, Nina, which was implemented a year ago, was built on a knowledge database based on two sources of information. The first one was based on the history of customer internet searches made on the bank's website, and the second was based on the details customers provided when they made calls to the contact centres, such as "I want to buy a house", instead of saying something generic as "mortgage".
So far Nina has only been integrated into Swedbank's Swedish website. The bank is also in the process of rolling out the platform to additional websites that belong to Swedbank. Kedback said there are plans to integrate Nina into the company's mobile app, in the hope that users will be able to speak to Nina in a similar manner to how Apple iPhone users are able to speak to Siri.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Think About Demotivating Your Staff
More Editorial From Nuance
Nuance Communications (NASDAQ: NUAN) is a provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
Published: Monday, December 21, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Noble Systems Corporation is a global provider of contact center, workforce engagement, and analytics technologies, offering premise, cloud, and hybrid platforms. Noble Systems has been providing inno...
|Genex Infosys Limited|
Genex Infosys is managed by a group of young and dynamic people having extensive knowledge and global exposure in the field of BPO and IT services. Genex is the largest BPO Company in Bangladesh is an...
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an...