From now on, on weekdays from 8:00 PM to 8:00 AM, as well as on weekends and public holidays, customers calling the bank will be able to communicate with the voice robot in natural language. The solution allows abandoning traditional phone menu selections and performing the desired action faster.
Read more Updated operation of the Centre of Registers and e-health systems
“Technology must help people solve important issues as simply and quickly as possible. In urgent cases, for example, losing a payment card or suspecting that you may have been a victim of fraudsters, every minute counts. The voice robot allows customers to perform the necessary actions immediately, and gives our consultants more opportunities to concentrate on more complex situations where human involvement is essential,” says Alina Kalnelė, Head of SEB Bank’s Customer Service Center.
The voice robot does not replace consultants. If the situation requires additional help, the client will still be able to communicate with a bank employee, as before. The voice robot is designed for clearly defined and standardized scenarios where speed is paramount.
The first results are optimistic. During the first night of the voice robot’s operation, customers independently performed internet banking contract and payment card blocking actions, and none chose additional human assistance. Although it is still too early to draw broader conclusions, the initial experience shows that customers are successfully using the new solution.
Read more 400 people had to flee: Huge fire in France
“In the near future, we plan to expand the capabilities of the voice robot: implement even more natural conversations, provide more self-service options by phone, and consistently expand this functionality,” says A. Kalnelė.
First, the voice robot started operating in Lithuania. The solution will also be implemented in Latvia and Estonia.
Read more Juozas Olekas: Finance Minister Taurimas Valys is ready to work, but still needs to delve deeper
