Improving customer experience with AI in the banking and insurance sector
Digital technology is becoming an increasingly important part of our lives, and this is also the case when it comes to banking and insurance services. If we don't offer customers a tailor-made, secure and instantaneous experience, they can quickly switch providers. The issue of customer relations is all the more sensitive for traditional players who have to contend with 100% digital pure players.
To rethink the customer experience, some banks and insurance companies have opted for artificial intelligence. But how does it optimize customer service, and what solutions does it bring to today's enterprise? Here's our report.
Why use artificial intelligence in banking and insurance?
More and more in the banking and insurance sector, artificial intelligence is playing a key role. After anti-fraud solutions, AI and machine learning can now be used to automate certain processes and transform customer relations. Here are the most widespread applications.
Simplifying the customer journey
In the digital age, customers value autonomy and immediacy. Those who remain loyal to a financial organization are those who hardly ever need to call on a human advisor to carry out their transactions. Checking balances, managing claims, modifying contracts, making appointments... Artificial intelligence acts as the link between the customer and the company, virtually without human intervention. It draws on the database and becomes a virtual guide. What's more, this multi-channel service is available 24/7!
Thanks to machine learning technology, AI-enhanced systems are able to check and process banking documents faster than human agents, and in a completely secure way. The perfect opportunity to relieve your staff of simple, repetitive tasks.
Credit or contract simulation
No need to go to the bank to carry out a credit simulation. Simply use the chatbot on the website or mobile app. This conversational agent answers questions, redirects users to the right pages and helps future customers prepare their financing projects. To do this, it collects data (professional status, family status, age, income, current loans, etc.) and directly proposes an estimate or a cost simulation online.
Managing a sales campaign
On April 1, 2022, Decree no. 2022-34 of January 17, 2022 on telephone canvassing in the insurance sector came into force. In particular, it specifies the procedures for recording conversations and protecting customers and prospects in the banking and insurance sector. From now on, for example, a telephone conversation must be kept for two years, and must not be modified during this period. Artificial intelligence is proving very useful in meeting these new constraints. It provides proof of the conformity of exchanges on numerous criteria, such as consent to recording, the date and time of the call, and the protection of personal data. AI also enables pre-qualification of prospects during campaigns. It organizes advisors' tasks according to their diaries and analyzes conversations. All of which makes you more efficient.
Zaion's AI solutions for banking and insurance
There are different types of conversational agents to support your customer relations in the banking and insurance sector. Here are Zaion's AI solutions.
Managing calls with a callbot
The callbot is a voice assistant capable of dialoguing with a customer over the telephone. It is designed to automate low value-added calls, freeing up the time of human agents. It is available at any time of day or night, with no waiting time. The callbot is based on a discussion scenario previously programmed by the business teams. Many companies have chosen Zaion technologies to enhance their customer experience. Ma French Bank, for example, has automated 30% of its calls using three different types of Zaion callbot:
- Welcomebot, which identifies and authenticates the user with security questions;
- The Processingbot, which processes ;
- The Overflowbot, which handles unanswered calls.
For example, Ma French Bank gives its customers 100% autonomy for certain procedures: bank transfers, sending a checkbook, sending a login code, etc. In the insurance field, Génération has also integrated a callbot called Gwen to handle 17% of its 1.5 million calls per year.
Guiding customers with a chatbot or messagingbot
A chatbot is a robot capable of conducting a written discussion with users. It operates in a chat window on a website or mobile application. The messagingbot, on the other hand, communicates via messaging applications such as Whatsapp or Messenger.
Like the callbot, these virtual agents act as a guide for users. They provide information to relieve congestion on a company's telephone channel.
