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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
数量效益
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