Customer service automation
The main objective of deploying voice automation technology in the ČSOB Customer Service Center was to support handling FAQs, allowing more time for human agents to deal with complex or non-standard requests, while complying with all security and legal regulations related to providing financial services and protecting personal data.
The deployment of the voicebot took place in several phases.
The first phase was to replace the IVR by routing calls to the voicebot. Selected processes were partially or fully automated (e.g. Smart Key activation, card limit changes, inheritance, over-limit withdrawals at branches).
Finally, we linked the voicebot to other banking systems to enable customer identification and authentication, scheduling appointments at branches or sales lead generation.
The voicebot supports handling FAQs, freeing time for agents to deal with complex or non-standard requests.
Security and GDPR compliance
In the financial sector, security and protection of customer data is mandatory. The voicebot is therefore installed on-premise, and the only external tool it uses is Google Speech-to-Text (STT). All implemented technologies and procedures are fully GDPR compliant.
During the implementation process, an "agile team" was created to gradually hand over the management and development from VOCALLS to ČSOB. By involving ČSOB employees in the process, over time they were able to take over the implementation of new call scripts, features, and change requests.
The voicebot can easily scale up: 30,000 calls in January 2021 vs. 200,000 calls in October 2021.
In line with the corporate identity of ČSOB
Call scripts are created in accordance with the ČSOB Code of Ethics to guarantee respectful and customer-oriented communication. It is important that the customer clearly understands the voicebot.
The voicebot adapts to the customer and explains complex topics and procedures in a simple manner. It distinguishes between novice and power users. Novice users likely need additional explanation and repetition, whereas power users, already acquainted with the processes, can interact swiftly.
If desired, the voicebot sends the customer a text message with detailed information and instructions and, if required, transfers the call to a customer service representative.
Advanced automated reporting
The solution comes with advanced automated reporting. To monitor conversations with customers, a range of variables and indicators can be inserted into all scripts to collect data in order to improve customer experience and evaluate the voicebot.
Integration of new features
New features integrated directly into the delivered solution include heat maps, live analyses of ongoing calls, or a module for testing the voicebot using text inputs.
During implementation, the VOCALLS team successfully set up advanced integrations with banking systems such as customer ID and authentication and appointment booking at branches.
With the voicebot taking over the IVR, time to identify customer requests was reduced by 20 seconds, warm transfers increased by 35% and internal call transfers reduced by 15%. More than 50% of calls were fully automated without the need for agent interference. Compared to the costs of customer service representatives, the voicebot saves up to 65%.
