CaixaBank chatbot with AI Qorus Banking Innovation Awards 2019 - Winner

In a context of permanent change and aware of the evolution of the mobile channel as a point of dialogue between company and customer, Neo was born: CaixaBank's Artificial Intelligence Chatbot. In February 2018, we launched Neo, the virtual assistant with the most sophisticated cognitive system in the company. During 2019, work was done to improve this cognitive system through in-depth training and evaluating the points to be improved. This way, the team devoted to producing new content, training, development (IT) and business dedicated to the assistant has been expanded. Within the CaixaBank App, the Chatbot is a personal Customer Service assistant (24/7) able to accompany customers throughout the contracting, operational and resolution processes. In 2019, Neo's knowledge has been expanded, and it is now capable of communicating in three languages: English, Spanish and Catalan. Furthermore, the technology developed allows us to adapt to the different language requirements without needing to develop any other new technology. Similarly, during this year we have improved the user experience with the integration of emojis, allowing us to have a more friendly Bot/user communication and one that is adapted to new forms of communication. A year since the launch, we have reached the first target we set ourselves and have already achieved the volume of customers necessary to be able to set more ambitious goals over the next few months. Thus, we are studying new developments, both for consultations as well as for managing operations (balance enquiry, expenses per months, etc.) or expanding the portfolio of commercial messages with the aim of improving the sales capacity of our assistant. To date we already have a first type of message available, capable of having a commercial impact, permitting us to offer similar products by adjusting the message according to the customer. The aim is to expand these type of messages based on the client's browsing experience, depending on the type of queries made (conversation closing) or through cross-selling techniques. In this line, one of the most important developments that have taken place in Neo this year is the ability of Neo to participate in the funnels of contracting, offering contextualized real time responses to offer assistance throughout the contracting process. This has allowed us to improve our experience by facilitating contracting, which has led to an increase in the number of sales (specifically in personal loans, one of the company’s core products).