Delivering exceptional customer experiences is crucial in any industry. However, in some sectors, such as the financial landscape, balancing personalized, streamlined service with compliance and security can be extremely complex.
Often, creating the perfect CX initiative requires companies to do more than simply choose the right technology for their ecosystem. They also need extra help implementing and customizing their tools to suit their needs. Fortunately, when Natwest decided it was time to simplify the mortgage application process for its customers, IBM was on hand to help.
The NatWest group created a powerful new strategy for AI-enhanced service, using the consultation support, BPO services, and technologies of the IBM team.
Creating a Smart Platform for Customer Service
IBM Consulting’s team of dedicated outsourced professionals and technical experts were on-hand to help NatWest when the company decided to upgrade it’s approach to offering mortgage services. With the help of IBM’s team, Natwest built its own AI-powered, cloud-based platform, intended to empower mortgage call center employees with solutions to enrich the customer experience.
The platform, built with BPO support and IBM Watson Assistant technology is called “Marge”, a conversational tool with its own evolving personality. Built directly in the cloud and embedded into NatWest’s existing data structures, Marge has access to a constant stream of data about customers.
For NatWest team members working in the mortgage-focused contact center, Marge has become a single point of access for all forms of crucial data required to make quick financial decisions. According to the Head of HomeBuying Services for the NatWest Group, MaryAnn Fleming, the technology has given team members a new level of confidence and support they never had before. This immediately translates to better, more streamlined experiences for customers too.