Chapter 4
Whether you’re above the industry average with live chat and looking for a more advanced AI chatbot, or just curious about integrating simple FAQ chatbots into your client experience strategy, there’s an Intelligent Assistance (IA) solution for everybody.
IA offers a range of benefits to your financial institution, your clients, and your agents. They’re always on, they’re fast, and they don’t ever get tired of answering the same question over and over again.
Chatbots can accomplish tasks without supervision, consistently and efficiently – and for financial institutions, those use cases are endless. From paying a bill to checking a balance, making a loan payment, and even applying for credit cards, chatbots can easily automate workflows and free up your agents to focus on more important and complex queries.
To be clear, there is a difference between chatbots and AI-powered chatbots. Chatbots that run on keywords and without the benefit of AI technology like Natural Language Processing (NLP) are a dime-a-dozen, easy to spin up, and acceptable in certain contexts.
Hook a chatbot up with NLP, and now you’re into a whole new level of client experience. NLP lets chatbots partake in far more natural conversations; they’re far better at understanding your clients’ intentions, and as a result, can respond more accurately.
“With both companies and customers preferring self-service, and chatbot NLP improving by leaps and bounds each year, it’s the perfect time to start building an intelligent assistance solution. Having an AI agent that is flexible, scalable, and deployable on many channels is an investment which is sure to pay dividends in the coming years.”
If you’re wondering where to start with chatbots, here are just a handful of use cases they can handle:
One of the most important best practices for you to keep in mind is that a chatbot should never be a replacement for your agents. While 59% of all chats now involve a chatbot, 86% of clients agree that there should always be an ‘escalate to agent’ option present when talking to a chatbot.
By clicking "Subscribe", you agree to our Privacy Policy.
Join thousands of happy Comm100 customers
Get Comm100 FreeBook DemoWant to learn more? Watch a product tour!