Commerzbank has Reimagined the Customer Experience with Google Contact Center AI

Digital channels and on-demand banking have led prospects to count on immediate and useful entry to managing their funds, with minimal friction. Google Cloud constructed Contact Middle AI (CCAI) and DialogFlow CX to assist banks and different enterprises ship these companies, changing telephone bushes or generally complicated digital menus with clever chatbots that allow prospects work together conversationally, simply as they’d with human brokers. 

Leaders at Germany-based Commerzbank, which operates in over 50 international locations, noticed potential for these applied sciences to boost buyer experiences, offering extra curated and useful interactions that may construct belief in and satisfaction with their model. Commerzbank’s implementation speaks to how conversational synthetic intelligence (AI) companies might help companies higher serve prospects, and on this article, we’ll discover their story and what their instance means for your small business. 

Commerzbank: Disrupting Buyer Interactions with Google’s Contact Middle AI and Dialog Move CX

Tokyo, 7:00 AM. Vanessa is on a enterprise journey in Japan, closing a brand new deal for her firm, one in all Commerzbank´s greater than 30,000 company prospects all through Germany. She has been getting ready for weeks, and goes via her factors a ultimate time in a downtown espresso store. Glancing at her watch, she realizes she should depart instantly to get to the assembly.

Desiring to pay, she realizes the chip in her bank card is just not functioning. Because of the time distinction with Germany, Vanessa is now involved she won’t be able to contact somebody from buyer assist. She opens the Commerzbank cellular app and contacts the shopper heart via chat. The entry level she wants is obtainable, however how can it assist her most effectively? 

Constructing wonderful conversational experiences

Prospects like Vanessa want a solution straight away. With that in thoughts, Commerzbank goals to offer prospects with built-in assist by way of using chatbots within the quest to ship effectivity, top quality, and knowledge consistency. This aim is the place the Google Cloud digital agent platform Dialogflow CX comes into play, offering us with an unlimited variety of options to construct dialog dialogue via correct intent recognition, a sturdy visible stream creator, and automatic testing—all whereas considerably bettering our time to market. 

In simply 9 weeks, the Commerzbank staff set-up an agile proof-of-value venture by growing a chatbot answer designed to ship a dependable dialog expertise. Commerz Direktservices Chatbot Agent is now capable of establish the touchpoint the shopper is utilizing (App or Net) and detect greater than 100 appropriate FAQs and reply them correctly. The Chatbot Agent additionally identifies leads and gross sales prospects, enabling it to offer assist on open questions in relation to services, thus performing a sleek handover to the human agent with the enrichment of worth parameters. Commerz Direktservices has additionally broadened the power  of the Chatbot to deal with totally different buyer sorts (keyword-based vs. context-based prospects) by setting up an clever dialog structure that lets the Chatbot Agent stream elegantly via prompts and intent questioning.

Commerzbank has built-in Google Dialogflow CX with Genesys Platform, serving to to utilize the complete capabilities of the prevailing contact heart infrastructure and extra effectively orchestrate the incoming interactions. A really versatile structure bridges the potential of Google Cloud with a wide range of on-premise purposes and parts, whereas additionally offering system resiliency and supporting information safety compliance. The assist of the complete Google staff has been invaluable to speed up the financial institution’s journey to the cloud. Commerzbank is seeing an a variety of benefits because it expands its AI platform, together with:

• Enhanced potential to ship innovation

• Improved operational efficiencies

• Higher buyer expertise via diminished wait occasions and self-serve capabilities, resulting in diminished churn

• Better productiveness for CommerzBank staff who’re capable of assist buyer queries with enriched Google CCAI information 

• The creation of an built-in cross-channel technique

Going past assist into an energetic conversational expertise

Now, Commerzbank needs to maneuver past nice buyer assist to proceed to extend the value-add to the shopper. Prospects like Vanessa are on the lookout for their financial institution to go the additional mile by optimizing their funds,  offering customized monetary merchandise and options, and  providing extra management over their funding portfolio, amongst different wants. With this in thoughts, Commerzbank goals to proceed transferring away from a state of affairs the place chatbots are solely passive entities ready to be triggered, into a brand new and extra revolutionary one whereby they turn out to be an energetic key enabler of enhanced buyer interactions throughout the shopper worth chain. 

Commerzbank is already mapping energetic dialog paths to: 

• Make tailor-made product ideas to prospects, giving them the likelihood to amass a product that fits their specific wants

• Determine buyer necessities for financing or funding, inviting them to get recommendation and profit from the prevailing alternatives

• Generate prospects based mostly on the enterprise potential, thus offering the human brokers with a framework to prioritize their interactions 

Commerzbank leaders anticipate the affect of this answer will probably be vital. It is going to let the corporate fulfill the primary advisory touchpoint for monetary wants and carry out a quick dialog hand-over to specialists as quickly because the buyer requires it. Because of this, leaders count on to exponentially enhance conversion charges by way of extra fruitful buyer journeys.

Serving to Vanessa with a pleasant buyer expertise

Going again to Vanessa’s instance: how can Commerzbank assist Vanessa effectively? When she contacts assist via chat, the chatbot welcomes her and gives assist with any query she could have. Vanessa explains the state of affairs and the digital agent explains that delivering a alternative card would take many days, and that probably the most sensible answer could be to activate a digital debit card, e. g., with Google Pay on her telephone. Vanessa gladly accepts this answer, prompting the Chatbot to ship a brief clarification on how you can perform the method, in addition to two further hyperlinks: one for downloading the Google Pay App from the Google Play Retailer and one other for digital self-service within the Commerzbank App, which she will intuitively use to synchronize the Commerzbank App and Google Pay. After simply 5 minutes, Vanessa is ready to pay comfortably utilizing her telephone and get to her assembly in time. 

This engagement is how Commerzbank needs to ship digital buyer experiences that fascinate their prospects, permitting their prospects to carry out their every day banking actions quicker, higher, and simpler. To study extra about how Google Cloud AI options might help your organization, go to the product web page or take a look at this report that explores the whole financial affect of Google Cloud CCAI.