When we talk money, it tends to be a serious business.
Rightly so, of course.
Much of the world’s banking is now carried out online so there is little room for casual nuance.
There have to be strict backend rules, preferences, codes, and protocols if the customer experience is to be of a high quality.
As more and more physical branches close, customer interaction has become more virtual. Indeed, even the popularity of voice calling is waning as banking apps, web chat, and messaging respond to the insatiable customer demand for omnichannel, anytime, anywhere convenience.
The chatbot is an increasingly effective tool for banks looking to not only provide that stellar CX, but also to drive efficiencies.
Embedded into the contact center, bots can transform in both those areas – processing routine customer communications fast while simultaneously enabling human agents to focus on the more complex.
The key to success is for banks’ bots to have a depth of language sufficient to understand and act upon the widespread (and always expanding) automated functionality available to the customer.
The smarter banks are seeking out technology partners that have it all covered.
“Natural Language Understanding (NLU) is at the heart of today’s most effective chatbot technology – the science of anticipating what customers in a certain vertical might ask or want to do,” says Denis Menard, Application Design Specialist at global enterprise-class provider ComputerTalk, whose ice Contact Center platform does precisely that.
“For example, customers might say they want to pay a bill, but what type of bill? Also, there are many ways of expressing how to pay a bill. From which account or by using what credit card?
“For a bot to process that customer’s request, it must be able to understand those subtleties. It must possess the vocabulary and be able to instantly classify the intent and collect necessary inputs from the customer.
“It's constructing a language based upon the activities within a vertical and the sorts of conversations those organizations would expect to have with its customers.”