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Chatbot: the new face of customer relations?

Distribution

Efficiencies of organisations

Publication

Retail Banking

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A chatbot is an interface capable of maintaining a conversation with a user by voice or text exchange.

With the multiplication and digitalisation of contact points, the search for simplicity of the process, accessibility of services and speed of response times has never been so strongly felt by customers.

Thus, a question asked by email and left unanswered after 24 hours, or a call not answered by the Customer Relations Centre within the standard timeframe, is very likely to be repeated on the same channel or on a parallel contact channel with a high risk of customer dissatisfaction.

In this context, chabots seem to provide a solution to this need: providing instant answers to simple questions through a service accessible 24/7 in selfcare.

In this respect, their adoption is accelerating at the same time as their functional scope is beginning to be enriched and diversified: boosted by the progress of artificial intelligence, users are finding very concrete benefits in this new digital customer experience.

It is therefore legitimate to ask what these benefits might be? How to combine conversation with a chatbot and human intervention? To what extent will bots take over the customer relationship? To what extent are they capable of enriching the customer experience? Why and how should you get started?

Based on our experience and our knowledge of the practices of banking and financial institutions as well as of customer relations professions, we wanted to address the topic of chatbots in the context of a digitalized customer experience, with regard to both the place they can occupy in banking customer relations processes and the challenges of implementing this type of digital project.

Authors

Alexandre Bidaut

Manager

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