Artificial Intelligence, zCase Study
Conversational AI Chatbot for a Multinational Bank
atif | Updated: October 25, 2023
The client, a distinguished family-owned appliance company, has maintained market leadership for over three decades. With eight showrooms across Northern California, they offer a wide range of top-notch appliances from renowned brands.
Client & Business Problem
The client is a prestigious multinational bank with an extensive presence worldwide.
As a leader in the financial services industry, the bank is committed to offering inclusive banking services to customers across the globe.
In pursuit of delivering top-tier customer-focused financial solutions, the bank is continually exploring the application of cutting-edge technologies and innovative approaches to enhance the customer experience.
Solution Delivered
Trantor quickly scaled up the engineering team to support their technology and business roadmap.
- The Trantor team created a conversational chatbot that progressively became better due to its AI/ML training engine. The chatbot NLP engine was specifically trained for banking customer needs.
- Web-based chat was created that used NLTK/spaCy and a database of popular customer requests provided by the bank to provide refined queries to Dialog Flow which identifies the intent with high accuracy which were then fulfilled by back-end APIs provided by the bank.
Business Outcomes/Value Add
- Swift Response Times:The implementation of the chatbot significantly improved the average response time. It instantly handled thousands of queries, ensuring that customers received timely and efficient assistance.
- Enhanced Consistency:The chatbot brought a new level of consistency to customer interactions. By following predefined protocols and utilizing its extensive training data, it consistently delivered accurate and relevant information, ensuring that every customer received a standardized, high-quality experience.
- Elevated Customer Experience:Through its ability to understand and address customer queries promptly and accurately, the chatbot played a pivotal role in enhancing the overall customer experience. Customers could rely on the chatbot for immediate assistance, making their interactions with the bank more convenient and satisfying.
In summary, the implementation of this advanced conversational AI chatbot not only revolutionized the client’s customer service but also positioned the bank at the forefront of innovation in the financial industry. By leveraging cutting-edge technology and a customer-centric approach, the bank is better equipped to provide inclusive and superior banking services to its global customer base
