ChatMe&mAIA Program (Full chat interaction service programme focused on omnichanneling involving AI support) Qorus Banking Innovation Awards 2017 - Winner

We are changing the way customers interact with mBank so that they can talk to us like they do with friends through messaging apps - using natural language & 24h/7d. After the huge success of mBank chat in online banking, website and Messenger, we launched it also in the mobile app and branches. Moreover we are replacing the standard marketing communication with interactive chats run by AI bot, which provides human like experience. The natural language is the new user interface. People prefer chatting over e-mails and non-interactive forms of communication. Chat provides higher FCR rates, we are also noticing a higher SR value when digital sales is followed by chat. As a result, we experience the growing internal and external demand for chats, which can only be satisfied with AI automation. mBank as the first in Poland offered chat and video services and collected priceless data enabling the development of AI. We have also introduced a complex event processing mechanism that analyses all customer behavior in real time and therefore provides AI with the reason to talk in the right time. We are inspired by Siri, Echo, Google Inbox Smart Reply and Facebook Messenger. Project involves Contact Center, IT, CRM , Digital Communication, Security, Law & Regulation, Compliance. Up until now we hit ~1mln chats per year. This year we will add another 0,5mln. Our AI bot can automate today ~100ths chats yearly, for another ~200ths we offer ready answer templates for that cut service time by ~20%.