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Aivo > 实例探究 > BBVA 利用 Aivo 的对话平台改善客户服务
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BBVA's Customer Service Transformation with Aivo's AI Conversational Platform

技术
  • 基础设施即服务 (IaaS) - 虚拟私有云
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 金融与保险
适用功能
  • 产品研发
  • 销售与市场营销
用例
  • 对话机器人
  • 租赁金融自动化
服务
  • 测试与认证
挑战
BBVA 是一家领先的银行,希望改进其客户服务策略并满足数字客户的需求。他们的目标是全面改善客户联系体验、提供 24/7 支持、允许自我管理并优化服务渠道。
关于客户
BBVA 是一家拥有 160 年经验的银行机构。他们优先考虑创新和技术,以适应变化并满足客户需求。他们采取以客户为中心的战略,旨在为他们的产品和服务提供价值。
解决方案
BBVA 选择 Aivo 的对话式人工智能平台来满足新消费者的需求。他们实施了 Aivo 的聊天机器人 AgentBot,以跨多个渠道提供自动化、即时的响应。他们还集成了 Aivo 的实时聊天平台,用于查询特别优惠,将其转移给同一聊天窗口中的人工代理。
运营影响
  • The implementation of Aivo's AI conversational platform has significantly transformed BBVA's customer service strategy. The new banking assistant has not only improved the customer contact experience but also enabled 24/7 support and self-management. The bank has been able to optimize its service channels, with the virtual assistant handling automatable inquiries and human representatives focusing on more complex or sensitive cases. The platform has also proven to be a critical tool during the COVID-19 pandemic, helping the bank address a high volume of inquiries and guide customers to use digital channels for inquiries and transactions. The ease of use of Aivo’s platform allowed BBVA to quickly adapt the chatbot’s answers and content to the new strategy, ensuring the assistant was ready to provide answers related to the COVID-19 emergency situation.

数量效益
  • BBVA automatically resolved 96% of the inquiries they received in less than 1 minute on average.

  • There was a 164% increase in the number of sessions from 2014 (493,786) to 2019 (1,302,410).

  • Since the launch of the mobile app channel in 2017, there were 238,590 sessions recorded, and 57% of them were in 2019.

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