About
Can you imagine an AI-driven upgrade to your different CRM-applications around the world that can double the amount of leads handled on daily basis and simultaneously boost work efficiency and employee satisfaction … Whilst you’re at it, make the upgrade so intuitive that it requires no extra training of your employees and has a direct impact on customer happiness. Impossible you say? Well, we could. And since we even aligned it with our customer facing digital assistant ‘Kate’ we simply called this innovation ‘Kate for Employees’ and launched it in February 2022.
Innovation presentation
Our commercial employees were getting overwhelmed by info per customer and workload . So we created a personal digital assistant especially for them. We have succeeded to integrate Kate, our personal digital assistant, in our different CRM-applications, whether it is for our insurance agents, corporate bankers or retail banking employees, she’s there for them! Unburdening them in their daily work, with a special focus on helping our customers better and boosting commercial results.
Whether our colleagues receive an incoming call from a customer, prepare an appointment or contact customers to introduce them to new products or services, Kate supports our employees with valuable insights, leads and tasks distributed by an intricate AI-powered model. The best intel is assigned to that employee with the matching skillset at just the right moment. All of this resulting in increased customer satisfaction and commercial value.
We start small with aforementioned cases but plan to grow big!
Uniqueness of the project
Kate for Employees is a groupwide initiative of KBC Group. Although we work with quite a few different CRM-applications our mission was to create unique cases that could easily be copied and implemented in different systems.
Kate assists all our commercial employees (in different countries) on the spot with relevant, proactive leads, insights and tasks thereby reducing the preparation time and increasing commercial opportunities.
Kate takes current information of our customer into account (the probability towards buying a certain product derived from AI and click-behaviour, characteristics that determine whether or not he/she is eligible for a certain product….) and helps our employees in turning reactive customer contacts into proactive moments.
When a customer calls KBC, Kate presents pop-up cards to our employee that shows him/her relevant insights and/or sales leads, unread messages and tasks. These messages range from “it’s the customers birthday today” to “The customer send us a message, don’t forget to look at it ” to sales personalized opportunities or urgent tasks like the need to update the clients data. This meaning we don’t have to call that customer back at a possibly inappropriate timing. Two birds with one stone right?
When an employee wants to contact new customers in order to attain commercial goals, he is presented with the best leads for his skillset. This way we try to optimise our commercial results and immediately detect where possible skill gaps in our organisation are when we have too many leads for a certain skill.
By implementing these first cases our lead-based contacts doubled!
Feedback towards Kate’s AI-system is automated as well. The more employees work together with her the more she learns what works best and is able to provide better tactical insights towards end users and management.
• Feedback towards our employees on best practices and upskilling potential
• Insights towards management to steer and manage sales organization (Eg where KBC has a skills gap at department level etc.)
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