Industry Banking
Challenge:
- When customers need to set an appointment for in-branch services, discussing availability over the phone or through an app can be time-consuming.
- Banks spend a lot of time and effort to collect basic information, identify branch details and available time slots before booking an appointment.
- Agents may need more contextual customer information to book appointments, increasing call volume.
Solution:
- Intelligent Virtual Assistants (IVAs) provide 24/7 support, assisting customers in booking appointments and accessing other services via digital and voice channels.
- IVAs can initiate proactive conversations to understand customer needs and offer relevant, contextual information and follow up as needed.
- Intelligent Virtual Assistants can gather customer requirements and offer recommendations while scheduling appointments.
Benefits:
- Immediate access to contextual information for improved customer service.
- IVAs save time by gathering basic information and clarifying initial questions before the appointment.
