FIONA : Friendly Interactive Online Navigation Assistant Qorus-Infosys Finacle Banking Innovation Awards 2024
Submitted by
BCA - Bank Central Asia
Ever since it was established in 1957, Bank Central Asia (BCA) has continued to grow. This has been the result of the dedicated teamwork of every single one of our employees and the unflagging support of our customers. In line with our commitment to be “Always by Your Side”, BCA...
IndonesiaCategory
Reimagining the Customer ExperienceKeyword
Customer experience, Customer service, AI & Generative AI, Contact center & Chatbots, Gamification
Innovation presentation
BCA, Indonesia's leading bank, has experienced significant growth, with its customer base expanding from 34.68 million in 2022 to 38.3 million in 2023. Recognized for five consecutive years as a top digital bank and excelling in the Gallup Customer Engagement Survey in 2022, BCA has implemented an innovative customer service transformation initiative. This initiative introduced AI-powered robots named FIONA, which provide information about BCA's products and promotions and guide customers to their desired locations.
The primary objective is to enhance customer satisfaction and loyalty by providing an unforgettable experience for new customers. By leveraging AI technology, BCA aims to deliver personalized, efficient, and engaging interactions that exceed customer expectations while streamlining customer service operations and reducing costs.
The implementation of AI-powered robots has significantly improved customer experience (CE) ratings at BCA. Customers have provided positive feedback on the robots' helpfulness, efficiency, and ability to offer personalized assistance. This initiative has increased customer satisfaction and loyalty and streamlined customer service operations, leading to cost savings.
BCA's customer service transformation initiative, driven by AI-powered robots, has proven to be a resounding success. It has enhanced customer experience and satisfaction while contributing to operational efficiency and cost savings. BCA's commitment to innovation and customer-centricity has set a new benchmark for the banking industry.
Interested in learning more?
Qorus has a library of almost 8,000 innovation case studies across critical areas like customer experience, sustainability, marketing & distribution and more that can be used to inform your decision-making.