About
The Dronn is an artificial intelligence system supporting remote customer service and a revolutionizing tool, which can transform the market in the area of remote customer service.
Innovation presentation
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.
Uniqueness of the project
The Dronn is able to recognize the customer’s meaning and intent, facilitate and speed-up many interactions with the bank via its direct channels thanks to natural language processing ability. Virtual Agent allows a customer to quickly ask a question, dialogue and go through transactions or through the helpline options to be routed quickly to the right spot rather than go through tedious menu prompts. These agents can offload a tremendous amount of calls from a contact center, and help complete transactions while still providing voice-based interaction with a human touch. Another innovative feature is a voice biometrical authentication, which replaces identity verification by interviewing customers with voice sample, which is safer and user-friendlier method of customer identification. Moreover, the Dronn System has implemented playback recognition. Therefore, it is impossible to use recorded voice to verify identity with voice biometrics. In many processes Dronn can completely replace the bank’s employee while providing the same effectiveness in serving our clients. The technology represents disruptive innovation with capabilities to revolutionize the way our customers are served and assisted. It is able to guide a customer through various processes and deliver real-time answers. The project is being deployed in accordance with Alior’s strategy that assumes keeping our client’s at the forefront of digital revolution in banking. It allows our clients to have an access to the state of the art support options immediately, wherever and whenever they need it.
