As the world continues to digitally transform, chatbots are quickly becoming the standard in financial services communications. ‘Reva,’ our bot powered by artificial intelligence (AI) technology, has a universal text capability that enables AI features for well-defined applications.
Explore Reva’s use cases that can help digitally transform your financial institution while elevating your consumer and/or employee experience.
The power of customer engagement is having the ability to seamlessly pass from a self-serve channel to a human-to-human connection. What’s unique about Reva is the ability to intelligently route sessions based on the authentication of the device to a human on your team, all done securely.
According to IBM, up to 80% of routine customer service questions can be answered by a chatbot. Make support easy & effortless for your customers by putting Reva to work both in the public and authenticated areas of your digital channels. Start with a list of answers to common questions and watch as Reva takes that knowledge to answer questions any time of the day. Reva also has the ability to securely pass the customer along with the context of the conversation to a Human on your team when needed.
Put Reva to work by starting more complex conversations like starting a deposit or loan application and then have the ability to securely pass the conversation from Reva and a self-serve channel to a human-to-human connection all while giving that team member the context of the discussion. Or, put Reva to work to check in with a customer if there seems to be an issue on a particular page. The opportunity is endless.
Reva Tone Analysis
This solution provides banking contact center agents with real-time insight to their tone in a conversation that can have an immediate, real-time impact on the customer experience. Reva Tone Analysis is available in 3 prepackaged agent roles, making it easy to deploy:
- Customer Service Representative (CSR) Agent
- Support Agent
- General Agent
The CSR Agent automates engagement with prospective customers looking to open an account or looking for branch information. The Support Agent automates responses to automates responses to service-related inquiries such as password resets or help navigating an online banking platform. The General Agent can front-end support distributing loan documents and applications to provide general service for a variety of financial needs. For each role, Reva connects with IBM Watson to analyze and deliver real-time coaching that the Agent can put to action.
Data captured by tone analysis is fed into charts/graphs and reports in the Measuring, Monitoring & Planning (MMP) platform as well as the Agent Dashboard for real-time performance statistics.
Put Reva to work as a Supervisor in your contact center to bring more efficiency and automation to common supervisor functions. Establish Reva’s guide posts for common use case of monitoring things like how long do you want a consumer to wait in the queue, how many total customers are waiting, or if an agent has exceeded a defined talk time. However you want to monitor your customer service channels, you can set up Reva to monitor and manage your service levels while you or your supervisors can move on to other more complex tasks for the day.