Published: Sep 06, 2024
unlocking new levels of customer experience with hyper-realistic human conversational AI concierge
To address long waiting times at retail branches, NCS developed a digital human AI concierge for a leading financial service provider. Leveraging advanced chatbot and voicebot capabilities, the solution streamlines enquiries and engages customers more effectively. It enabled the branch operation team to access real-time insights from physical touchpoints, building a strong foundation to empower data-driven decisions.
The Challenge:
During peak hours, customers faced long waiting times ranging from 30 to 90 minutes. Incorrect ticket queue selections also further delayed response times, making it essential to efficiently direct enquiries to appropriate business units to optimise enquiry flow.
The Solution:
NCS developed a concierge with chat and voice bot functionalities. Equipped with a custom-designed hyper-realistic human avatar, the solution serves as the main interface to connect and have conversations with the in-branch customers. It effectively triages customers and streamlines inquiries. Data collated from the concierge also enables business units to access real-time insights to build relationships, enhance branch customer experience and drive sales.
Key Capabilities:
Branch operating efficiency from customer enquiry handling, branch navigation & way-finding, QR access to bank services and traffic management via the Automated Speech Recognition (ASR), Text to Speech (TTS), Digital Human Animation Engine and Natural Language Processing 6.0 (NLP).
The Impact:
The AI-concierge creates a first-of-a-kind customer experience in the financial service industry. With over 50% of customers advocating expansion of the service offering, the trend underscores a rising demand for branch modernisation, setting the stage for future adoption of digital innovations in client-facing services while providing branch operations with data-driven insights to empower informed decision-making.