1/18/2024 0 Comments Banco macro![]() ![]() This solution implemented by Belltech includes a Live Chat, giving the possibility to integrate the overflow to digital operators and a functionality called “Nina Coach”. The Bank incorporated the Nuance “NDEP” (Nuance Digital Enterprise Platform) suite, which allows the development of Virtual Assistants in different Digital Channels, such as Web, Mobile, Whatsapp, Facebook, Instagram, among others. In this process, we studied several tools available in the market and finally, since Belltech has been a strategic partner of the Bank for several years, and Nuance has the technology and the solution that best suits our needs, we realized that our best option was to hand over the project to the Belltech-Nuance alliance“, adds Alejandra. The Bank already had some previously implemented solutions, which were replaced. “We evaluated different solutions that met the business objectives. ¿ What process did Banco Macro go through to select this solution? Thus, it transparently communicates its evolutionary capacity.Īlejandra Rodríguez, Digital Transformation Manager at Banco Macro, details, “Among the main results observed after 4 months of implementation, there has been an improvement in the dialogue strategy of the Virtual Assistant “eMe”, making it a more fluid and humanized logic, capable of processing more than 135,000 monthly interactions through the different customer service channels and achieving a recognition rate of close to 90%.” With this premise in mind, “eMe, de Macro” is programmed to answer all banking queries, and in case there is any question it cannot answer, it learns it. In this way, the virtual assistant is positioned as the first frontier of customer service without detracting from the experience delivered, thus collaborating with the corporate vision that seeks to achieve Macro’s recognition as the leading bank in customer satisfaction in Argentina, and that guides its customers to know more so that they can make better decisions. This evolution of its virtual assistant allows the Bank to establish a more intuitive and more evolving conversation, using natural language, with its customers as the first point of contact through its digital channels (website, social networks, WhatsApp, Mobile, among others), thus optimizing its processes. The solution implemented by Belltech in partnership with Nuance Communications using Artificial Intelligence technology is called “Nina”. This solution was born from the search for an omnichannel solution to digitize customer service that allows automation as the first point of contact and thus the overflow of digital contact center operators. Banco Macro has incorporated into its Digital Transformation strategy a complete renovation of its virtual assistant “eMe”.
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