About
CaixaBank is committed to offering its customers a new channel of communication with the company based on Artificial Intelligence (WATSON/IBM), which its customers can access from any device, by text or voice, inside and outside of Apps.
Innovation presentation
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).
Uniqueness of the project
Neo makes a difference by customising the conversation and maintaining a unique dialogue according to the audience it is aimed at.
Neo consists of a cognitive system formed up of more than 60,000 inputs with the aim of covering all types of conversations. This allows us to offer customers a tool based on natural language that encompasses all the company's products and services.
In-Depth Analysis
The Reason Behind
First, we approach the customer with a new tone and channel in line with contemporary expectations.
Secondly, the need to optimise resources; reducing costs in the Contact Centre, lowering the number of calls from the most recurrent queries, at the same time offering 100% availability.
Thirdly, to meet a core objective of the company in terms of innovation, researching and implementing an offer of disruptive technology products.
Finally, we will explore new ways of commercial impact that allow us to refine the segmentation, timing and type of product. The elements that our customers share during the conversation are key elements when offering our products at a commercial level.
Results
In quantitative terms and NEO usage numbers, it has been a success:
- + 3,500,000 customers have been made aware of the service
- + 2,500,000 have chatted to Neo
- +23,000,000 conversations
At a qualitative level:
- 20% reduction in calls to the Contact Centre
- 85% of correct answers, customer satisfaction
our innovation in videos
Key Dates
- Launch date 1 February 2018
