Callbot bank to give new meaning to customer relations
In the digital age, banking professions are undergoing radical change, with job cuts, budget cuts and the disappearance of some physical branches... However, customers still have the same expectations: advice, service and personalization. The challenge for the banking sector is to reconcile human values with digital transformation!
Banks: forget the Chatbot, make way for the callbot!
While chatbots have long been used by major players in the banking world to respond to customer requests, they have quickly shown their limits.
Low interaction capacity. Written answers to a number of requests. Efficiency (by which I mean quantity) was there, but little room for customer needs.
Fortunately, the revolution is here, and it's called the callbot.
The callbot (or conversational voice agent) is an ideal solution for bank customer service. A source of improved customer experience and human capital enhancement, it enables bankers to concentrate on the more complex tasks (those with greater commercial value and interest), while entrusting simpler, recurring requests to the bots.
Customer relations: new challenges for the banking sector
Although already underway for a number of years, the process of digitizing uses has accelerated considerably since the Covid-19 crisis. The Marqueta 2020 study attests to the challenges faced by 200 banks during the epidemic:
- 75% said the coronavirus had forced them to review their business models
- 88% said they were overwhelmed by the demand for online and mobile banking;
- 66% said they plan to increase their investment in digital banking.
With physical bank branches increasingly deserted (partly due to virus-related closures), the advisor profession has come under scrutiny. Often criticized by management for their costs, they nevertheless remain an asset for banks.
Customer relations and digitalization
While the digitalization of customer services may seem like a necessity for the years to come, the fact remains that it's the customer experience that more than ever makes the difference when it comes to capturing and retaining customers. Even neo-banks are not all 100% digital and "dehumanized": the telephone plays an important role. Because voice is part of customer satisfaction, it must be at the heart of the bank's digitalization. Contrary to what you might think, digitalization is by no means synonymous with the end of direct exchanges with customers by telephone. Under these conditions, bank advisors are the lifeblood of banks. As this Deloitte study underlines, 7 out of 10 users say that a seamless customer experience across all channels (online and offline) is extremely or very important when choosing a main bank. In other words, an omnichannel strategy makes all the difference in customers' eyes.
How will the Callbot restore meaning to the banking profession?
To enhance the customer experience, bankers now have every reason to rely on real-time communication tools: the telephone (the number one tool), e-mail, but also chat and Callbot, a fast-growing solution. Callbot is helping the banking sector to fully succeed in its digital transformation, as it is capable of meeting the fundamental needs of banks vis-à-vis their customers: acquisition, support, satisfaction and loyalty. Let's take a look at four key points.
Improving the customer experience
In concrete terms, the Callbot is a conversational voice agent perfectly capable of responding when a customer calls customer service by telephone. It is there to greet the customer, identify and authenticate him or her, and understand the request. If the request can be "automated", it processes it autonomously. If not, it transfers it to a human banking advisor. Callbot is very useful for managing large call flows and increasing bankers' availability to their customers. It saves everyone time, because it answers calls instantly (no waiting time). And all this 24/7, with several languages available. Finally, by keeping track of exchanges, there's no need to re-brief the bank advisor every time. So many arguments in favor of the customer experience.
Enhancing human capital
The Callbot is an excellent way of optimizing advisor productivity (in banking, but also in many other sectors where customer service is paramount). By handling high-volume, automatable requests, the bot frees the advisor from repetitive, time-consuming tasks. It conserves its energy to deal more calmly with higher value-added requests. A crucial point in favor of advisors' job satisfaction and well-being, which is an important social issue for banks. Bank loans, consumer credit, insurance... these are just some of the value-added tasks carried out by online and offline bankers. More fulfilled and available advisors make better salespeople, because they have more time and energy to devote to selling additional products and services, their core business. This is a real differentiator for banks, enabling them to increase their sales efficiency. The callbot is a real asset to the sales performance of today's banks.
Digitizing customer paths
By digitizing the "human" telephone channel, the bank offers multi-channel management of the customer process. Information is efficiently collected and centralized using digital tools (IS connections and databases). The Callbot facilitates the transmission of customer information. It also feeds the bank's digital applications. Digitizing the customer experience does not mean dehumanizing exchanges. On the contrary, the most powerful bots (such as those offered by Zaion) are capable of detecting emotions over the telephone. They are able to extract emotional information during a telephone exchange with a customer, then classify it into precise emotional categories to create adapted customer paths. A revolution in terms of proximity and understanding of customer needs.
Cost reduction
Another important benefit of this conversational AI-enhanced customer relations strategy is cost reduction. Automating the processing of telephone calls, eliminating post-calls and reducing re-calls reduces a bank's operating costs. All while managing more interactions, with the same resources. By improving the productivity of bank advisors, the bank improves its NBI, reduces response times and gets closer to its customers' requirements. With this in mind, Zaion is striving to offer ever more efficient Callbots, with a corpus adapted to the problems of the banking sector. We have created a dedicated offering for the banking sector, responding to the sector's specific use cases.
The inspiring example of Ma French Bank
Ma French Bank is the neo-bank of La Banque Postale (part of La Poste Group). Right from the creation of this mobile subsidiary, the ambition has been 100% digital, with the challenge of retaining the human dimension in customer relations. Because some customers want to talk to a human being.
Having chosen to set up a Callbot with Zaion, Ma French Bank has gone against the grain of the classic neo-bank business model, which associates digitalization with the loss of a direct link with a human advisor. The process of automating customer relations with Zaion puts the human element back at the heart of exchanges. What's more, it has enabled us to keep customer service in France, in order to offer high value-added service quality. In short, Ma French Bank has given new meaning to the banking profession through the use of the Zaion Callbot. Able to easily understand customer requests and respond appropriately, this bot makes everyday life easier for everyone, customers and bank advisors alike.
