Setting up a chatbot to answer repetitive customer questions such as: What is the BIC code? and Where can I find my routing number? is a no-brainer for any bank.
These questions come in at high volumes, they’re easy to recognize and the answers are relatively simple– usually, a short text, link or image can answer the user’s question. Let’s assume that What is the BIC code? represents 5% of the incoming questions. If you use a bot to automate that answer, you reduce your incoming question volume by 5%. FAQs are a great area to start with for your MVP (minimum viable product) because even with a small scope of ~20 intents, you can immediately experience the benefits of automation by reducing the volume of incoming questions and the time spent by your customer support agents answering them.
Plus, most customer support tools (Sparkcentral, Zendesk, Freshdesk, etc.) have out-of-the-box connections to chatbot building software, so you can keep your existing technology stack. BTC Direct’s Toshi and KBC’s Kate are two of our favorite customer support chatbots automating conversations in the financial industry.
Forget logging into an app or, even worse, opening your computer. Encrypted messaging apps, like WhatsApp, Signal and Telegram make checking your balance, paying bills and transferring money between accounts easier than ever. And the best part? Customers can use an app they already have instead of installing a new one!