Customer service is now being converted to conversational service which is rapidly becoming the new norm in the B2C (business to consumer) setup. With Messaging as a Platform (MaaP), conversations never have to end and businesses can (1) have direct communication with consumers, (2) personalize customer experience, (3) provide instant, real-time, 24/7 customer service, (4) easily obtain customer feedback, and (5) enhance customer support with a bot-agent message flow; making way for the rise of conversational service. Through chatbots, you can take conversational service to a whole new level. Here’s BEA of BPI to paint a picture of chatbot conversational service in banking:
Just like any chatbot, BEA (BPI Express Assist) collects some basic information and stores conversation records with the user’s consent. BEA first introduces the user to a carousel menu where they can view information about the EMV Debit Mastercard and BPI Credit Cards or locate a BPI branch or ATM.
One of BEA’s most serviceable features is the FAQ section for the EMV Debit Mastercard. Users can browse through all the FAQs and if they cannot find an answer to their question, they can ask the bot and BEA will be able to accurately detect from keywords the user intent.
For questions applicable for both EMV and BPI credit cards, BEA’s algorithm lets her confirm whether the user is asking about credit cards or the EMV card. From application requirements to card availability and delivery, to steps to activating a card and enrolling in online and mobile banking, BEA provides easy access to information so users will no longer have the need to call or pay the bank a visit.
Meanwhile, looking at the bot’s product information display, BEA offers a comprehensive catalog of all BPI credit cards, current promos, and special installment plans. BEA builds the user’s interest in BPI products with benefits and features and then supplies them with an option to fill an application form either online or onsite; driving sales and conversion at the same time.
For BEA to be able to locate a BPI branch, Automated Teller Machine (ATM), or Cash Accepting Machine (CAM) nearby, users just have to input their city or current location or let the app locate them in real time.
BEA’s social skills are also worthy of recognition. BEA can respond to greetings, goodbyes, thank yous, and how-are-yous and even return some I love yous!
Additionally, BEA manages customer satisfaction like a pro. When a user is not getting the information they need, BEA suggests talking to a live agent or contacting BPI through their hotline and other contact numbers to get direct assistance and send customer feedback.
With a friendly, functional, and flexible chatbot like BEA, you can take the lead in delivering conversational service to your customers. Revolutionize customer service in your bank and get a chatbot now! Book a bot demo with Alfafusion, the pioneer bot builder behind BEA of BPI and SAM of Samsung.