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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 - Look After Your Agents

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

Published: Wednesday, May 8, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
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.
PH: +1 512-872-7565

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

4.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

5.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

6.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

7.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 
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