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News : Westpac Rolling Out Red Chatbot to All Customers

#contactcenterworld, @Westpac

Sydney, Australia, May 6, 2019 -- Westpac is making its new chatbot available to all customers, following a successful roll out in March.

The chatbot, which is powered by IBM’s Watson AI conversational engine, initially launched to customers via desktop online banking in December, and was available to selected customers using Westpac’s mobile app earlier this year.

In a briefing on the bank’s results for the six months ended 31 March earlier today, group CEO Brian Hartzer said Red had already responded to over 100,000 customer enquiries.

He added that the "more that Red operates, the better it gets".

"This means quicker service for customers and fewer calls to our call centre," Hartzer said.

A Westpac spokesperson confirmed to CIO Australia that Red has had over 215,000 chats and more than 70 per cent of customers have "had their needs met by Red and require no further support".

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The same IBM Watson technology is behind Astro, which answers any questions Westpac bankers have about lending and provides the relevant policy within seconds.

"This makes it faster for bankers to serve customers, and helps them meet all regulatory compliance obligations," explained George Frazis, chief executive of Westpac’s consumer bank late last year.

A number of banks use chatbots to answer staff and customer questions. UBank used IBM Watson to build what it claimed was Australia’s first virtual assistant to help potential home buyers and refinancers complete their online home loan applications.

NAB launched what described as a "digital virtual banker": a chatbot designed to aid the bank’s business customers, in 2017. Last year, Commonwealth Bank of Australia unveiled a chatbot called Ceba, which uses artificial intelligence to recognise approximately 60,000 different ways customers ask for 200 banking tasks.

AMP’s use of chatbots include Rosie, which assist customers by answering questions and guiding them through AMP’s Flexible Super superannuation product; and another being used internally to assist AMP contact centre staff.

Their benefits are numerous. They provide customers with faster access to information and instant resolutions; are easier to deal with than static web pages; and are available 24 hours every day.

There’s research to suggest that consumers of all ages now prefer to text or IM than call, and self-serve online rather than talk to call centre (which might say more about their typical call centre experience).

For businesses they can take on the grunt work for customer service departments, leaving human staff – of which fewer are needed – to deal with more complex problems.

A survey last year of 1,000 Australian consumers by MuleSoft, showed a mixed customer experience with bots.

While more than a third (35 per cent) of those that had said their query had been completely resolved or answered, more than a fifth (22 per cent) said the chatbot was unable to resolve or answer the query as it didn’t have access to the necessary information or systems.

Separate research by Publicis Groupe’s DigitasLBi found that 73 percent of survey respondents said they would never use a chatbot again if they had a bad experience during their first encounter with it.

Half of Australian respondents in the Mulesoft survey cited 24/7 customer service and not having to wait on the phone as the biggest benefit of chatbots with a similar proportion naming quicker answers to queries as an advantage.

#contactcenterworld, @Westpac

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


About Westpac Banking Corporation:
Company LogoWestpac, is a multinational Financial services company and became the largest bank in Australia (by market capitalisation) after it took over St George, and the second-largest bank in New Zealand.
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Today's Tip of the Day - Voice Mail

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

Published: Wednesday, May 8, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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