2023年8月1日

超出銀行利用人工智能但將測量的方法。以外的銀行已經進入了一個新階段的客戶體驗升級計劃推出一個AI-driven chatbot和語音生物識別技術來提高識別和驗證經驗。約有300000的銀行客戶和全國48個分支,一直在改變其客戶體驗好幾年了。客戶體驗改革的核心是使用Genesys雲殘雪3中心聯係業務,和微軟Dynamics CRM的“宇宙中心”客戶數據,客戶關係中心的銀行的國家經理布倫特亞曆山大告訴Genesys峰會在悉尼。“開始時,我們做了一個很有意識的決定我們的宇宙的中心是什麼,這是我們的CRM,”他說。“每一個交互在我們的業務必須加載到CRM給我們的員工一個客戶來看,無論他們使用的通道。“無論是營銷郵件,無論是我們的信用的一封信的團隊,相互作用的分支,我們的員工可以看到所有的我們的CRM。”Alexander said that Genesys had been supportive of that from a capability standpoint. "Genesys integrated straight into the CRM, including the interaction records, which obviously was a good thing for our staff," he said. While the pandemic caused Beyond Bank to pause some of its integration and expansion work, the company is now resuming with the "next phase of [the] experience orchestration" kicking off recently. "That's really about AI chatbot, a web messenger nuanced with voice biometrics to improve the identification and verification experience," Alexander said. “Then, from there, [we'll start] to use other bits of AI in terms of predicting engagement, predictive routing to understand our customer's journey and then provide our employees with the information they need at their fingertips when they need it, to have that personalisation and experience that feels like a one-on-one connection." Alexander said Beyond Bank intends to move "really slowly” with the chatbot's introduction to ensure customer satisfaction and trust aren’t compromised, and that staff also remain onboard. The rollout will be “slow” and “methodical”, he said. Done well, the bot could actually build trust among customers with respect to their service expectations, Alexander said. "The customer [knows they] can come to you and can get what they need done on the channel," he said. "Then, when they need that really in-depth conversation about their financial wellbeing or their financial future, we're there for them on the other channels, talking to them." He added that the bot would also be good for staff, taking care of simpler interactions and leaving them to focus on complex or value-adding discussions.