artificial intelligence: use of ai and natural language processing to effectively meet customers...
TRANSCRIPT
Artificial Intelligence applied to your
customer service
inbenta
dedicated to Artificial Intelligencefor Financial services organisations
founded in 2005 in Barcelona
6 offices, worldwide coverage with 80 employees100+ Key Accounts
inbenta 2
inbenta ©
Artificial Intelligence 3
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probabilistic reasoning
machine learning
knowledge management
robotics
speech to text
natural language processing
image recognition
representation of human expression
natural language processing
Natural Language Processing (NLP) 4
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Understand the meaning of sentences.
Answer instantly and automatically
to any Questions
made by
Online customers
Or
Advisors
Natural Language Processing (NLP) 5
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Dynamic FAQ 6
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What supporting documents for a loan ?
Here what you need: • your bank identity statement (IBAN)• proof of address (electricity bill, phone bill, rent ..)
• photocopy of your ID Card• photocopies of your last two payslips (if you are
employed, click here)
Apply for a loan
Dynamic FAQ 7
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How to allow a full refund ?
To allow a full refund, check if the customer has subscribed for the A+ service.• If Yes
• The full refund would be free of charge• If Not
• The full refund would be charged 3% of the refund
Learn more about the A+ service
Dynamic FAQ 8
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To allow a full refund, check if the customer has subscribed for the A+ service.• If Yes
• The full refund would be free of charge• If Not
• The full refund would be charged 3% of the refund
Learn more about the A+ service
NaturalLangageProcessing
How to allow a full refund ?
FAQs
Linguistic service80% good
answer rate
100+ Key accounts 9
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+300K questionsprocessed every day
2 main objectives 10
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Client satisfaction
Online satisfaction 11
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immediacy is the rule
Speed of processing emails and calls 12
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+200%
2 main objectives 13
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ClientSatisfaction
with immediate answer
Costreduction&
Emails/Calls reduction to the contact center 14
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-40%
Emails/Calls reduction to the help desk 15
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-40%
2 main objectives 16
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Clientsatisfaction
with immediate answer
Costreduction
with email/call reduction
&
Customer cases 17
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Conclusion 18
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Easy to access, in front of traditionnal contact points
First client channel in volume40% email/chat reduction
First support channel in volume40% cost reduction
Thank you!
inbenta ©[email protected]