A large global banking client was seeking to enhance the customer experience. As digital banking gains traction, customer expectations are also evolving. Users now demand personalized services on-demand and easily accessible through their digital devices. This shift has pushed banks to find innovative solutions to meet these new customer demands without compromising service quality.
Client Challenges
The client had many challenges to ensure to enhance the customer experience.
These included:
Integration Complexities: Integrating AI technologies with existing customer service systems can be complex and time-consuming, requiring seamless alignment to ensure a smooth customer experience.
Overcoming Customer Trust Issues: Building customer trust in AI-powered interactions remains a challenge, as some customers may be skeptical about the reliability and accuracy of AI-driven solutions
Balancing Automation with Human Intervention: Striking the right balance between AI-driven automation and human intervention is critical, as excessive automation may lead to a lack of personalized support, while too much human intervention can negate the efficiency gains of AI.
Lack of Human Touch: AI-driven interactions, though efficient, can sometimes
lack the human touch and empathy that customers expect, leading to a potential
disconnect and client dissatisfaction.
Brickendon Solution
The client engaged Brickendon to stand up a change team to work with the business to
implement AI virtual tool. The work included:
Seamless Multi-Channel Support: our team worked to enable AI to streamline the
customer service process across various channels, including email, social media, chat,
and phone, ensuring consistent and coherent support experiences.
Operational Cost Reduction: We assessed labour-intensive areas and used automation
to reduce human effort and therefore cost.
Customer Data Utilization: Used the AI model to analyze customer data effectively
leading to more accurate and useful financial advice.
Enhanced User Experience: Used AI-driven tools to improve customer experience by
providing quick, personalised service.
The virtual assistant offered a wide range of functionalities that cater to the modern
banking customer’s needs and provided assistance with transaction queries, updating
credit reports, and providing proactive financial advice
Client’s Benefits
Client Benefits:
The benefits realised by the change implemented by the Brickendon team met what
was set out in the project brief. These included:
Personalized Customer Interaction: AI-driven tools including tailored banking
advice and enhancing user engagement.
Increased Accessibility: Round-the-clock availability allowed customers to receive instant assistance without waiting for human help.
Data-Driven Insights: AI-driven tools provided insights based on a deep analysis of user transactions and behaviors, helping customers manage their finances better.
Operational Efficiency: The AI assistant handles regular inquiries, leaving
humans to deal with more complex issues. Complex issues were then used to
further train the AI model.
Operational Scalability: the AI assistant managed increased volumes of
consumer interactions without additional human resources.
Proactive Service: the AI assistant enabled proactive engagement, offering
financial advice and alerts that can prevent issues before they arise