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.
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
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Published: Monday, December 21, 2015