Predictive Virtual Assistant Live at Major Credit Card Issuer
Personetics Completes Deployment of Digital Banker in Less Than 3 Months
Personetics Digital Banker, a predictive virtual assistant solution designed specifically for the financial services industry, was deployed at a leading credit card issuer in less than three months. The implementation includes a wide array of customer inquiries and allows for escalation to a live agent. The client is an international card issuer serving more than 3 million customers.
Personetics’ unique technology leverages readily available data including individual customer activity, ‘crowd’ behavior and the context of the specific interaction to predict customer intent. Real-time analytics are used behind the scenes to determine why customers are contacting the institution and provide relevant questions/topics immediately – before the person even asks a question. Predictive analytics provide the competitive advantage companies are looking for to help them achieve objectives such as improved customer experience, increased adoption of products and services and revenue growth.
Digital Banker has more than 100 pre-loaded banking topics including transaction verification assistance, spending questions, fee explanations and fraud-related inquiries. The solution is integrated seamlessly with the card issuers’ digital channels having the same “look and feel” so as to deliver a consistent customer experience. Customer service agents also have a 360-degree view of every digital interaction – so if a customer wants to contact a live agent, the entire conversation is passed forward and the customer isn’t inconveniently forced to repeat why they made contact in the first place.