About
This project aims to provide customers with assistance for certain topics (identification and authentication of private customers and companies, card locks, Reassignment of Access Key, Forwarding and activation of Electronic Signature, Verification of Transfers, Preventive Blocks,) in order to solve them easily and simply within the channel in less time automatically without the need from step to agent.
Innovation presentation
This initiative focused on providing clients with a tool that would allow self-resolution on low-value topics quickly and easily, both on and off schedule, using a simple and comfortable language for the client. This project is innovative since we help our clients in the improvement of self-resolution, having to talk to an agent, only in more critical situations. The technology that allows us to undertake this innovation is based on the recognition of natural language and interpretation by Artificial Intelligence of the client's needs to be able to define functional flows. The customer's entry to these Bot and Callbot is via Voice Biometric Fingerprint, so we reinforce the security of our customers, we also contribute to the experience of this, since it is not necessary to issueany credential.
Uniqueness of the project
Artificial intelligence and natural language recognition allows us to develop Voicebot and Callbot that provide our customers with the possibility of 24*7 self-solution in an agile and fast way, also through the implementation of callbots, we have managed to anticipate the call of the client, in matters as much of our day to day as blocking credits or debits cards or transfers for reasons of possible fraud. As a unique part of our project, we also manage to anticipate the needs of the client by previously detecting the activity of customers in digital channels (If the client tries to make the change of electronic signature through the app and the web and does not finish it in the channel, our callbot calls proactively to help him in his management).
