Enterprise Bank

The Challenge

One of the largest banks in the United States made the strategic decision to use a virtual agent for the loans, banking, and credit cards sections of their website. Their goal was to create a great customer experience on authenticated pages. They began their search for a virtual agent solution to meet specific criteria, such as:

• Natural Language Processing (NLP) to ensure that the virtual agent was able to interpret complex questions asked by users
• Ability to operate in English and Spanish
• Integration with back-end systems that contained customer profile data in order to create a personalised experience
• A system the bank could manage and maintain a workflow to support a complex content approval flow
• A solution that could be run in web, mobile and tablet environments using responsive design
• Technology the bank could host, in order to meet the stringent security regulations of their industry
• A solution that was scalable enough to work in one of the world’s largest banks
• Operability on a WebSphere, Linux, SQL Server stack across multiple servers and locations
• ROI within a year

To find out more about our solution and the results, download the full Enterprise Bank Customer Success Story.