BBVA hired Amelia to handle increasing volumes in the bank's contact center, making her a critical part of customer service operations. Watch BBVA's story below.
With more than 8,000 branches and 20,000 contact center operators, BBVA needed an optimal way to resolve high-volume customer service inquiries.
BBVA hired Amelia to respond to customer service questions. By handling routine calls, Amelia allowed human colleagues to focus on more complex customer issues.
Amelia handles 32% of all calls at BBVA's contact centers, and one-third of those she completes end-to-end, without human intervention. Customer satisfaction has dramatically increased.
Poor banking experiences are usually enough to make loyal customers look elsewhere for financial services.
To provide exceptional customer service, banks need to ensure that both their internal and external processes are fully optimized. The Amelia Integrated Platform can provide banks and financial institutions with the AI solutions they need for both employee support systems and customer service.
When banking customers need help, they don’t want to talk with simple chatbots or wait on hold. As the industry-leading Conversational AI, Amelia resolves issues instantly and at scale.
Amelia AIOps enables banks’ back-end systems so they run smoothly and efficiently, resulting in reduced wait-times for IT support resolutions, and increased customer and employee satisfaction.
Intelligent automation embedded with strategic orchestration, connecting front-end Conversational AI capabilities with back-end AIOps.
Amelia is trained in a wide variety of banking roles and skills, with experience at some of the world's largest financial firms.
Personalized Banking with Amelia
Explosive growth in digital banking services is forcing banks to rethink customer service from top to bottom. Traditional banks are competing with digital-native newcomers and need technology to keep up. Most importantly, personalization in digital banking is a must to build customer trust, loyalty and satisfaction.
Amelia, with her years of digital banking experience, is the best solution to address all of these challenges. Read more about her skills by clicking the tabs.
End-to-End Card Services
Amelia communicates secured credit card and account balances to customers using voice and chat. She answers questions about specific charges, shows current and past statements, and provides customers with enough information to understand their balance status.
If a customer’s card is lost or stolen, Amelia can verify the customer’s information in real-time, gather new information, answer the customer’s questions, and issue a new secure credit card immediately – without a long, drawn-out card application process.
When Amelia helps a customer activate a new card, she creates an account simultaneously, rather than forcing the user to jump back and forth between three different processes – card application, activation and account creation— saving the customer valuable time.
If a customer disputes a charge, Amelia gathers and organizes dispute information and escalates the issue to the bank’s fraud center. She also keeps the customer well-informed with timely and empathetic notifications, regardless of the outcome of the dispute.
Fully Customized Account Access
Banking customers demand quick and seamless account creation and management. Amelia handles the entire account management process end-to-end, with full and secure back-end integration into a retail bank’s systems via AIOps.
Amelia retrieves every bank statement for the accounts to which she’s connected. Customers can ask her via voice or text from any device or channel to access statements by specific months, years, or whatever timeframes are required. They can then download those statements to their devices, or Amelia can send it to an associated email account.
Amelia is built to handle multi-directional dialogue, and can be integrated with multiple data sources. She also provides customers with a 360-degree view of their rewards accounts and programs —all with industry-leading Natural Language Processing.
Seamless and Secure Transfers
Customers can ask Amelia to make or schedule payments no matter the time or day. She understands the context of each interaction and can securely apply payments to specific accounts, without requiring customers to enter their card or account information repeatedly.
Amelia simplifies every step of the money transfer process. She provides customers with a guided method that leaves room for questions but never abandons the context of the conversation, whether it takes place on chat or voice or a combination of both.
Amelia is always available to answer questions should a customer need money transferred immediately, over the course of several days, or sent internationally. Once Amelia has answered a customer’s questions, she directs the customer through the secured transfer process, regardless of how or where the money is sent. She’s also an expert at account reconciliation, and identifying errors and possible fraud, she can fix issues on her own or escalate issues to a human colleague when needed.
When Amelia teams up with human colleagues to solve banking challenges, the results speak for themselves.
Banks with positive customer experiences have a recommendation rate 1.9 times higher than banks with poor user service.
Million End Users
Amelia supports 1 million shareholders and employees for BNP Paribas.
In her interactions with BNP Paribas end users, Amelia achieves 87% intent recognition on their requests and questions.
SEB deployed Amelia to support 15,000 employees.
More than 1-out-of-10 customers think they should experience no hold time when contacting customer service.
The retail banking space has never been more competitive. Digital user experiences can make or break a bank’s relationship with its customers. When banks hire a Conversational AI agent, one designed to interact through natural-sounding conversation, more than two-thirds realize measurable benefits, including reduced wait times and a 20% increase in first-call resolution, according to a Deloitte survey. Read more in our white paper on today's banking challenges.
Who is Amelia? She is a Digital Employee who works with humans to locate information and perform complex tasks with Conversational AI and AIOps. She uses state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia than innovative technology; she speaks, interacts and understands the way humans do. She’s not confused by catchphrases, regional accents or speech patterns. All of this adds up to a more human experience — an experience banking customers will prefer over time-consuming 800-numbers, generic service emails and scripted simple chatbots.
Interested in meeting Amelia? We would be glad to arrange an introduction.
News and views on Conversational AI's industry impact.
Suzana Tadic, BNP Paribas Securities Services
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Watch the first session of What's Next, our new hybrid seminar series, exploring the latest developments in Conversational AI, Intelligent Automation, and process orchestration.
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Amelia is ready to collaborate with your team. You can deploy her within your existing IT and business operations, or hire her yourself.
Engage with an AI Expert
We offer on-premise and cloud-based deployments with secure back-end integrations, customized as needed. Let us know exactly what you need, and we can work together to bring Conversational AI to your company.
Engage with Amelia, Directly
Amelia delivers the best elements of human interaction, driving deeper connections and greater business value. Interview her to see the kinds of roles and tasks that she can take on for your company.