Financial Services
Personalized Self-Service to Maintain High Customer Loyalty
Best Practice: Automate the Authentication portion of the call to better prepare agents for personalized service.
Customers want the flexibility to bank whenever and wherever they want. As technology has driven many banking services online, embrace this shift to the digital by automating basic, repetitive services. Human engagement remains crucial for more trust-based transactions, but you can use artificial intelligence to better prepare customer service reps to deliver high quality service.
What we can automate for you
Challenges Facing Banking Institutions
-
Customers prefer the discreetness of automation to pay overdue bills
-
Providing customers quick, secure, and easy access to account status information
-
Offering unrestrained access to mortgage servicing tools so clients can make payments or cure defaulted mortgages whenever convenient
-
Presenting customers a secure means to request new credit or credit line increases
You can use intelligent virtual agents to handle these financial services processes:
Authentication
Security is a top priority, as you want to protect the personal and banking information of all your customers. Because customers are often changing channels throughout engagements, secure and efficient call center AI will:
-
Securely authenticate a customer once and allow them to use additional channels without re-authenticating
-
Pass all customer data to agents for quick resolutions
-
Reduce Customer Effort
Credit Inquiries
As consumers become more comfortable paying for living expenses with credit, the demand for consumer credit grows. With call center automation:
-
Expedite the credit application process by automating the pre-screening process
-
Help customers improve their credit score by making requests for credit line increases effortless
-
Shift agent focus from more basic customer inquiries to higher value ones for better overall customer service
-
Securely automate credit inquiries
Payment Arrangements: Credit Cards, Mortgages, & Other Loans
Web and phone are the only secure channels by which customers can make payments. Take your call center omnichannel with an intelligent IVR to supplement your online payment processor.
-
Give customers options when setting up payment plans to ensure accounts remain in good standing
-
Provide and acquire updated account and billing information on multiple channels
-
Keep conversations brief, easy, and effective
-
Minimize delinquency and the frequency of past due bills
Outbound Account Alerts
Overdue bills, fraud, and other risks are bad for your business and your customers. Outbound banking alerts maximize customer satisfaction scores by:
-
Sending outbound payment reminders that can be converted to inbound payment communications
-
Anticipating customer needs so as to automatically contact them when they’re exposed to risk (e.g. overdrafts, missed payments, etc.)
-
Figuring out the most opportune time and channel to contact customers
-
Correctly differentiating between humans and voicemail systems to ensure calls reach the correct people
-
Preventing potential fraud by contacting clients through multiple channels
Default Prevention
There’s no way to minimize the damage resulting from a defaulted loan. With call center AI:
-
Proactively guard against defaults as those with higher risk for missed payments are contacted earlier
-
Prevent late payments by more actively engaging with those whose ACH fail following payment
-
Facilitate on-time payments by taking the first steps towards an omnichannel outreach approach
What to read next
