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boost.ai > 实例探究 > 通过对话式人工智能扩展客户服务:Nordea 的成功故事
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Nordic Bank Nordea Employs Conversational AI to Scale Customer Service Across Four Markets

技术
  • 基础设施即服务 (IaaS) - 虚拟私有云
  • 可穿戴设备 - 虚拟现实(VR)眼镜/耳机/控制器
适用行业
  • 水泥
  • 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
  • 虚拟培训
服务
  • 培训
挑战
客户服务给大型金融机构带来了巨大的挑战。 Nordea 是北欧领先的银行,每年在三个联络中心地点接收超过 200 万次联系。他们需要一种解决方案来管理大量客户服务请求,同时提供一致的品牌体验。
关于客户
Nordea 是一家北欧银行,为瑞典、丹麦、挪威和芬兰超过 900 万私人客户和超过 50 万活跃企业客户提供服务。他们每天通过各种渠道收到数千个客户服务请求。
解决方案
Nordea 与 boost.ai 合作构建和开发由对话式 AI 提供支持的虚拟代理。该虚拟代理名为 Nova,旨在推动客户进入聊天渠道并同时处理多个查询。 boost.ai 平台使 Nordea 能够动态更新内容,并为客户提供类似礼宾服务的体验,引导他们获取所需的信息,而无需人工协助。
运营影响
  • The implementation of Nova, the AI-powered virtual agent, has significantly improved Nordea's customer service operations. The virtual agent has enabled better self-service for customers, guiding them to the information they need without having to search Nordea’s website or speak to a human. This has freed up the bank’s support staff to focus on more complex customer inquiries that may require additional attention and care. The bank's chat-first approach, with Nova as the first point of contact for customer service via chat across all its markets, has been positively received by customers. Over 50% of customers report that they get the help they need from the chatbot. The success of Nova has led to Nordea deploying 12 virtual agents across four markets, pioneering the use of artificial intelligence for digital customer service in banking.

数量效益
  • Nova, the virtual agent, can answer questions on more than 2,300 banking topics and averages around 50,000 conversations each month with private banking customers.

  • Approximately 50% of these conversations are handled solely by the virtual agent, with no assistance from a human agent.

  • Nova has an in-scope resolution rate of 95%, where the user has found the answers they were looking for and had an experience comparable to that of a human agent having answered the same question.

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