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Aivo > 实例探究 > Banco Bolivariano 通过 WhatsApp 和 Aivo 人工智能聊天机器人实现客户查询和交易自动化
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Banco Bolivariano's Digital Transformation: Automating Customer Service with AI

技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
  • 金融与保险
  • 国家安全与国防
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 机器间付款
  • 现场人员安全管理
服务
  • 系统集成
挑战
玻利维亚银行面临着在银行业提供创新且高效的客户服务的挑战。他们希望通过任何渠道随时为客户提供快速、简单的答案,同时在高流量下保持服务有效性在 80% 以上,而无需使用额外的资源。
关于客户
玻利维亚银行是厄瓜多尔的一家银行,其使命是提供优质高效的金融服务。他们拥有 700,000 名客户,旨在引领该国的银行业创新。
解决方案
为了实现他们的目标,Banco Bolivariano 实施了 AgentBot,这是由人工智能支持的 Aivo 对话聊天机器人。他们推出了 Avi24,这是一种人工智能驱动的代理,可提供 24/7 的自动服务。 Avi24 不仅回复客户的疑问,还以对话方式解决这些问题。它可以执行银行交易,并具有出于安全目的的用户验证系统。该对话机器人通过多种渠道运行,包括网络聊天、Facebook Messenger 和 WhatsApp。
运营影响
  • The implementation of Avi24 has significantly transformed Banco Bolivariano's customer service operations. The AI-powered agent has taken over the task of handling FAQs, freeing up human agents to focus on more complex issues that require their attention, empathy, and human skill. Today, Avi24 has a human transfer rate of only 3%, meaning the virtual assistant can handle 97% of the queries. This has not only improved the efficiency of the customer service operations but also strengthened the bank-customer bond. The bank has also seen a significant increase in the adoption of WhatsApp by customers, making it the bank's main channel not only for support issues but also for transactions and banking procedures.

数量效益
  • Automated daily queries increased by 271%, from 3,346 to 12,430 between November 2018 and April 2020.

  • 82% average bot efficiency across all channels, with 88% efficiency on WhatsApp, 84% on Facebook Messenger, and 76% on the web.

  • 98% of automated inquiries are made through WhatsApp.

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