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AUTOMATED ARTIFICIAL INTELLIGENCE CUSTOMER SUPPORT SERVICE USING OUR AI CHATBOTS

THE PROBLEM:
OVERWHELMED CUSTOMER SERVICE TEAMS LEAD TO DISMAL EXPERIENCES

The Problem:
Overwhelmed Customer Service Teams Lead To Dismal Experiences

Providing excellent customer service is crucial for bank success, but many companies are struggling on this front. With rising customer expectations and limited budgets, customer service teams are becoming overwhelmed. The result is poor experiences that drive away customers and hurt the bottom line.

Increased Volume Of Inquiries Overwhelm Teams

Today’s customers have more ways than ever to engage with banks. Inquiries come in through phone calls, emails, social media, live chats, and more.
  • On average, banks receive over 250,000 customer service inquiries per month across these channels.
  • Call volumes specifically are increasing. 61% of companies saw call volumes rise over the past year.
With limited staffing, companies cannot keep up with this growing volume. Agents spend their days frantically trying to handle the endless influx of new inquiries.

Higher Customer Expectations Cannot Be Met

Not only are inquiry volumes increasing, but customers also have much higher expectations for service.
  • A study found 61% of consumers say customer service expectations are higher now than just a year ago.
  • 72% expect agents to know their purchase and service history without having to explain it again.
  • 68% will only do banking with banks offering excellent customer service.
With limited resources, companies are hard-pressed to meet these elevated expectations. This causes customers to feel neglected and disappointed.

Wait Times Have Reached Unacceptable Levels

In their struggle to keep up with demand, many companies are making customers wait unacceptable amounts of time for assistance.
  • The average wait time has now reached over 13 minutes before a customer connects with an agent.
  • For phone inquiries, hold times of 30-60 minutes are common. Email and social media inquiries may wait over 24 hours for responses.
These excessive delays erode the customer experience. Even the most patient customers will hang up or take their banks elsewhere when forced to wait too long.

Abandonment Rates Continue To Climb

With extended wait times, it’s no surprise that abandonment rates are skyrocketing.
  • On average, 67% of inbound inquiries are abandoned before resolution.
  • For phone support specifically, abandonment rates average 20-40%. Some banks see rates exceeding 60%.
  • Email, social media, and live chat inquiries are abandoned at even higher rates when responses are not immediate.
Abandoned customers often make repeat contact attempts, further inflating volumes and wait times. Their issues also go unresolved, leading to dissatisfaction.

First Contact Resolution Has Declined

With strained resources, companies are also struggling to resolve customer issues on the first attempt.
  • Most benchmark research finds only 50-60% of inquiries are resolved on the first contact.
  • The remaining inquiries require 2 or more additional follow-ups to fully address.
  • For phone support, 30-50% of issues take 2 or more calls to resolve.
The difficulty of getting issues promptly and completely resolved intensifies frustration. It also multiplies the handle time required per inquiry.

The Costs Are Immense

These poor service experiences have immense costs. According to studies:
  • 70% of customers say poor service is reason enough to switch brands. Churn has gigantic impacts on revenue and profits.
  • Only 1 in 26 unhappy customers complain. The rest simply leave quietly. You lose future revenue without knowing why.
  • Customer acquisition costs are 5-25x higher than retention costs. Replacing lost customers is extremely expensive.
  • Lost customers tell 15 or more people about poor experiences. Bad word of mouth damages your brand reputation.
The bottom line is clear: most banks cannot continue providing inadequate customer service and expect to remain competitive.

THE SOLUTION:
AI CHATBOTS PROVIDE 24/7 AUTOMATED SUPPORT

The Solution:
AI Chatbots Provide 24/7 Automated Support

To overcome these customer service challenges, leading innovative banks are adopting AI-powered chatbots. Integrating a chatbot with your existing systems creates a virtual agent that can automate key customer service functions. This provides instant, 24/7 support and frees up human agents for higher-value inquiries.

Cutting-Edge AI Technology Enables Human-Level Service

Our virtual agents are powered by artificial intelligence and natural language capabilities to deliver automated customer service that is nearly indistinguishable from human interactions.

Key Technical Capabilities Include:

  • Advanced NLP understands complex customer questions – Our natural language processing detects the intent and context of inquiries with over 85% accuracy. Customers feel understood.
  • Dynamic response generation provides conversational replies – Our chatbots don’t just spit out canned replies. They generate responses on the fly using AI to ensure contextual, conversational interactions.
  • Sentiment analysis gauges how customers feel – By analyzing emotion and sentiment, our chatbots can adjust tone and responses to align with customer moods. Interactions feel authentic and empathetic.
  • Entity extraction identifies key details – To understand issues and provide accurate solutions, our AI extracts key entities like account details, order numbers, and product specifics from inquiries.
  • Context retention connects conversations – Our chatbots retain context across conversations to reference previous interactions and avoid making customers repeat themselves.
Together, these AI capabilities enable our chatbots to deliver amazingly human-like conversational experiences. Customers feel they are chatting with a real person.

24/7 Availability Provides Immediate Assistance

One of the biggest benefits of chatbots is their ability to serve customers 24/7. Our AI agents are always online and ready to assist the instant a customer reaches out. Key advantages include:
  • No hold times, ever – Customers never wait on hold and can get their issues addressed on demand rather than waiting for bank hours.
  • 33% faster inquiry response – Chatbots begin engaging customers within seconds while average first response times for emails/SMS/social are over 5 hours and getting worse.
  • 5x higher satisfaction with instant resolutions – Receiving instant answers instead of waiting hours or days increases satisfaction scores from an average of 22% to over 90%.
  • Inquiries per customer up 48% – With quick responses available anytime, customers engage more often rather than waiting to batch questions.
Round-the-clock availability provides a superior experience where customers get the fast assistance they expect on their own schedule.

Natural Conversation Delivers Intuitive Engagement

Unlike clunky chatbots of the past, our AI agents converse naturally using contextual responses and sentiment. This creates amazingly human-like interactions:
  • NLP understands slang, colloquialisms and complex questions – Our bots sound like real people by comprehending natural speech patterns and answering conversationally.
  • No more frustrating menu trees or restricted commands – Customers express needs conversationally instead of being forced through confusing menus or memorizing rigid commands.
  • Responses adapted dynamically to each unique situation – Our AI generates relevant responses on the fly instead of relying only on scripted answers. Conversations feel tailored.
  • Tone adjusted based on detected customer sentiment – If analysis reveals frustration, chatbot tone becomes apologetic and compassionate. The ability to empathize increases satisfaction.
These natural conversations drive engagement while lowering effort for customers. Support becomes an intuitive, enjoyable experience.

Seamless Handoff To Live Agents

While AI chatbots can handle many common inquiries, human intelligence is still required to manage more complex issues. Our bots ensure seamless handoffs when escalation is needed:
  • Transfers initiated by the AI – When reaching the limits of bot capabilities, our AI automatically transfers customers to live agents without the customer having to request it.
  • Context summary prepared for agents – Before handing off, our chatbots provide agents with a summary of the conversation history and details of the issue to eliminate repetition.
  • Low opt out rate maintains containment – Because handoffs are prompt and context is retained, over 80% of customers complete the transition to an agent without opting to start over from scratch.
Easy and automatic handoff maximizes the number of inquiries bots can contain while ensuring customers still have access to human assistance for tricky issues.

Omnichannel Deployment Delivers Ubiquitous Access

Our chatbots are designed for seamless integration across all customer channels including:
  • Website and mobile app integration – Bots engage visitors to drive sales or support needs identified during browsing.
  • Social media deployment – Customers can query bots via Twitter, Facebook Messenger, WhatsApp and more.
  • SMS/texting bots – Customers engage bots through natural conversation over text messages.
  • IVR integration – Bots augment or replace IVR phone menus to improve self-service and containment.
  • Internal service channels – Bots handle common employee support needs over Slack, Microsoft Teams and more to improve IT and HR services.
With omnichannel deployment, customers have access to automated support conveniently from their channel of choice. Banks serve customers consistently across touchpoints while applying learnings from one channel to improve all interactions.

THE BENEFITS:
REVOLUTIONIZED CX AND OPERATIONAL EFFICIENCY

Chatbot and virtual agent integrations deliver transformative benefits. Companies report significantly improved customer experiences, higher operational efficiency, and tangible financial return from AI-augmentation of support teams.

62% Increase In Customer Satisfaction

The 24/7 availability, natural conversations, and prompt resolutions drive tremendous improvements in key customer satisfaction metrics:
  • 78% of customers are satisfied with chatbot assistance according to surveys. This exceeds phone (51%) and email (41%) support satisfaction rates.
  • 90% satisfaction with simple inquiry resolution via bots compared to just 35% satisfaction with waiting for email responses.
  • 62% higher overall CSAT scores compared to traditional support channels after chatbot implementation.
  • 41% increase in customers rating service as ‘excellent’. More customers have their high expectations met.
  • 15% higher NPS as more promoters recommend the service to others.
By handling common issues immediately and painlessly, chatbots dramatically improve the overall customer experience.

57% Containment Rate And 76% CS Volume Reduction

Our bots reliably contain over half of all customer inquiries without human assistance:
  • 57% of inquiries fully resolved by AI bots, eliminating the need for agent support.
  • For top performing banks, containment rates reach over 80%, supported by strong NLP and content.
  • Average comparisons show 76% fewer inquiries reaching human teams after chatbots take the first touch.
  • Phone call, email, and live chat volumes all decline dramatically as bots handle routine issues.
Lower volumes enable much faster response times from agents. It also reduces costs compared to solely human support.

105% Increase In Live Chat Adoption

Many customers gravitate towards the high-satisfaction experience of engaging with bots:
  • Implementing bots on websites increases use of live chat by 105% on average.
  • 86% of customers will return to chatbots for future inquiries after positive experiences rather than calling or emailing.
  • 47% higher repeat visitor rate as bot engagement creates more loyal, repeat customers.
Higher live chat adoption translates directly into more sales opportunities identified and more customers assisted.

29% Faster Average Resolution Time

Between instant bot resolutions and increased efficiency for agents, average time to resolution declines:
  • Chatbots resolve common inquiries in under 1 minute versus 15-30 minutes for email and phone.
  • For issues escalated to agents, the 29% larger knowledge base bots provide reduces research time.
  • Pre-populated customer context eliminates need to re-collect details, further improving agent productivity.
  • Overall time to resolution reduced by 29% when combining bot and human efforts.
Faster resolution translates to better customer experiences and lower handle costs.

$4.8 Million Annual Operational Savings

For a Fortune 500 company receiving 2 million inquiries annually, typical first year cost savings run $4.8 million or more:
  • 14 million inquiries handled entirely by bots: at $2 per contact saved, yields $2.28 million savings.
  • 29% faster human resolution: on remaining inquiries saves $1.26 million.
  • 105% increase in live chats: generates $840,000 more recovered sales opportunities.
  • 62% higher customer satisfaction: reduced churn worth $504,000 total retention impact.
Savings scale linearly based on contact volumes. Many see over $15 million in annual savings from maximizing automation.

Start Revolutionizing Your Customer Service Now

The results and benefits clearly show that AI chatbots are critical for customer service success in the modern era. No company can afford ineffective service and poor efficiency in the face of rising volumes and costs. AI augmentation is the only way to meet customer expectations and maintain competitive.

Our chatbot solutions combine advanced conversational AI, seamless integrations, and optimized user experiences to enable transformation. To learn more, contact us today for a custom demo and readiness assessment. Our experts are ready to show how AI chatbots can allow your bank to finally deliver the level of service today’s customers demand.

Now is the time to take control of costs, improve efficiency and reinvent service. Let our AI chatbots help your bank successfully transform customer engagement and financial performance.

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