Dronn Agent: the virtual advisor Qorus Banking Innovation Awards 2016 - Winner

Dronn is an intelligent virtual agent, designed to respond quickly and consistently to customers and interactively guide them through a personalized conversation. Usage of artificial intelligence (AI), natural language processing (NLP), automatic voice recognition (ASR), semantic analysis and speech synthesis (Text to Speech – TTS) allows Dronn to interact with customers in a natural conversational style, understand customer’s answers, navigate the conversation and respond appropriately. Due to changing expectations of our clients, we decided to offer them the most innovative technology addressing their service needs and improving our customers’ satisfaction. We have not only transformed the Contact Center into the most advanced service center, but also generated cost savings. So far, there is no other bank on the Polish market, which has implemented the service provided by the virtual agent on a similar scale. The project was inspired by demand for sophisticated self-service support options in electronic channels. It involved mainly IT and Debt Collection Department. Last year, the system was implemented for debt collection campaigns and marketing surveys and completely revolutionized both processes. On one hand it delivered the best possible customer experience value, on the other hand – significantly reduced costs on the bank’s side.