Union Virtual Connect (UVConn - WhatsApp Banking) & Union Voice Assistant (UVA- Voice Banking) Qorus-Infosys Finacle Banking Innovation Awards 2024
IndiaCategory
Reimagining the Customer ExperienceKeyword
Customer experience, Customer service, Social media, Contact center & Chatbots
Innovation presentation
Union Bank of India embarked on a digital transformation journey to meet the ever-changing needs of its customers. The Bank in a bid to enhance its digital presence and establish itself as a favoured banking partner for its customers, decided to utilize conversational channels to offer financial services to customers at their doorstep. Union Virtual Connect, UVConn offers 65 Banking services in 7 different languages through WhatsApp by means of Bank’s WABA (WhatsApp Business Accounts) number. UVConn leverages the widespread use of WhatsApp which has over 487 million digital consumers in the country. The prominent features offered through UVConn include: Account Statement, Interest Certificate, Set Green PIN, Credit Card Bill Due etc.
Union Voice Assistant has been implemented as an extension of conversational banking to provide customer services based on voice commands. The USP of conversational Banking platform is that it provides an additional avenue for the Bank to cross sell products and generate new leads.
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