BANKING SOLUTIONS

4 out of 5 bankers believe next-gen CX is the future

More than 80% expect customer experience to be the top differentiator in four years.*

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Invest in a smarter experience

More customers are banking remotely than ever before. According to a Chase Bank survey, four out of five people today prefer digital banking to in-person visits. As a result, contact centers have become the main—and often only—human touchpoint for banks and an increasingly demanding customer base. Conversational AI and automation enable today’s banks to create consistently positive, personalized experiences that drive customer satisfaction and loyalty.

Dipu Kv, President & Head of Operations and Customer Service at Bajaj Allianz General, joins us on Conversations That Matter to discuss how to humanize the digital experience:

 

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Do more with digital-first service

Improve customer satisfaction

Today, digital banking is the norm rather than the exception. In fact, between 80% and 90% of those who used digital banking in the past year plan to use it the same amount or more going forward. Digital-first solutions built for these trends are driving higher customer satisfaction (CSAT) and Net Promoter Scores (NPS)—and preparing banks for the future.

Retain and engage quality agents

Today’s financial service job market is highly competitive. To retain quality agents, banks must engage employees and eliminate traditional pain points, such as manual data searching and training that emphasizes speed over proficiency. Conversational automation can streamline outdated knowledge bases and accelerate training without sacrificing quality.

Lower operational costs

Hiring, training and supporting a live customer service staff incurs significant cost. Augmenting agent onboarding and on-call performance with conversational AI and automation can reduce the time and money it takes to get agents up to speed and enable them to service calls more efficiently—all of which translates to higher ROI.

Digital and Customer Experience Transformation in Banking

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Real results from real financial leaders

Leading financial service providers from around the globe, including PSCU, Max (formerly Leumi Card) and Israel Discount Bank, rely on Uniphore’s conversational automation platform to operate more efficiently and drive better outcomes. These institutions—and hundreds just like them—have differentiated themselves as digital-first service providers by:

An international banking group

serving more than 60 countries reduced compliance auditing efforts by

50%

using Uniphore’s interaction analytics software.

  • Using real-time sentiment, emotion and intent analytics to better understand customer context and drive empathy
  • Guiding agents toward next-best actions with in-call coaching alerts that accelerate resolution and pinpoint cross-sell and up-sell opportunities
  • Identifying customer and agent-centric patterns across voice, email, text or chat to eliminate friction in the customer journey
  • Automating after-call work (ACW), including call summarization, CRM updating and executing follow-up actions
  • Automatically managing promises made on calls, such as ordering replacement parts, scheduling service calls and more
  • Analyzing unstructured data from 100% of customer conversations to reduce customer churn, drive compliance and optimize contact center operations

Finance Stats

86%
86% Rank AI as Top Investment
Financial service providers overwhelmingly see AI adoption as critical to their business success in the coming years.1
50%
50% Increased Interactions
Analysts predict that post-2020 elevated call volumes will remain high for banking contact centers for years.2
50%
50% Lower Auditing Costs
AI can analyze 100% of customer conversations at half the cost and effort of a human compliance staff.3
1 Deloitte data
2 The Financial Brand
3 Uniphore data

Banking resources and case
studies

*Economist Intelligence Unit data

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    For the finance industry, the global pandemic was a watershed moment. Customers unable to access their branch locations increasingly took to digital channels for their customer service needs. Faced with record-high contact center traffic, many...