Customer Service
Posted: Tue Jan 21, 2025 9:15 am
Banks have numerous requests from customers that are totally repetitive. For a customer service bot, we recommend using a bot that is only available once the user has logged into online banking, so that you can verify the identity in case any problems arise.
For banking questions we recommend an FAQ bot, which has a livechat support link if the bot cannot answer. The goal is for the bot to be able to answer up to 90% of the questions, but for 10% of the questions to continue to the live support team or call centers.
Use cases for customer service bots in banking. All the use cases listed below can be developed in a single bot.
1. Lost Credit Card Cancellation
One of the most common use cases is blocking credit cards due to theft or loss. You can create a bot that can do this quickly.
2. Customer service and answers to frequently asked questions (on Facebook, WhatsApp and Twitter)
Every bank has a long list of repetitive questions that its customers ask. A chatbot can easily answer the most common questions. These could be
Where is my nearest branch, where is my nearest ATM, how much is there in my account, what kind of loans you offer and a lot more.
3. Collecting feedback
After a user has performed an action, you can easily ask them to answer a questionnaire set up via a chatbot to get feedback.
4. Money Transfers
Please transfer 200 from my account to bank number x. Money transfers are also possible via chatbots.
5. Problem Communication
A chatbot on your website is a quick and low-effort way to communicate any information in a crisis. For example, with the current Covid-19 crisis, you could easily communicate your processes to your customers.
Chatbots for internal use by banks
The
often forgotten part of chatbots is internal use. You can create all similar use cases for pr directors email database your internal team. The chatbot could be used to send SMS to all your employees, with processed responses, or placed on your intranet or website afterwards.
Use cases
Internal recruitment and job listings
Internal forms and applications
Employee satisfaction questionnaires
Complaint questionnaires. You can get an overview of happiness in your organization.
Answers to frequently asked questions
Crisis communication, for example Covid-19
Other benefits
From any of your customer service or lead generation activities, you'll get insights that can help you create your bank's customer service, or new products.
You will receive a list of questions and answers that will be very useful data in the future. You will also be able to automatically find out what your customers are asking for, which can be a tool that helps keep your bank relevant.
For banking questions we recommend an FAQ bot, which has a livechat support link if the bot cannot answer. The goal is for the bot to be able to answer up to 90% of the questions, but for 10% of the questions to continue to the live support team or call centers.
Use cases for customer service bots in banking. All the use cases listed below can be developed in a single bot.
1. Lost Credit Card Cancellation
One of the most common use cases is blocking credit cards due to theft or loss. You can create a bot that can do this quickly.
2. Customer service and answers to frequently asked questions (on Facebook, WhatsApp and Twitter)
Every bank has a long list of repetitive questions that its customers ask. A chatbot can easily answer the most common questions. These could be
Where is my nearest branch, where is my nearest ATM, how much is there in my account, what kind of loans you offer and a lot more.
3. Collecting feedback
After a user has performed an action, you can easily ask them to answer a questionnaire set up via a chatbot to get feedback.
4. Money Transfers
Please transfer 200 from my account to bank number x. Money transfers are also possible via chatbots.
5. Problem Communication
A chatbot on your website is a quick and low-effort way to communicate any information in a crisis. For example, with the current Covid-19 crisis, you could easily communicate your processes to your customers.
Chatbots for internal use by banks
The
often forgotten part of chatbots is internal use. You can create all similar use cases for pr directors email database your internal team. The chatbot could be used to send SMS to all your employees, with processed responses, or placed on your intranet or website afterwards.
Use cases
Internal recruitment and job listings
Internal forms and applications
Employee satisfaction questionnaires
Complaint questionnaires. You can get an overview of happiness in your organization.
Answers to frequently asked questions
Crisis communication, for example Covid-19
Other benefits
From any of your customer service or lead generation activities, you'll get insights that can help you create your bank's customer service, or new products.
You will receive a list of questions and answers that will be very useful data in the future. You will also be able to automatically find out what your customers are asking for, which can be a tool that helps keep your bank relevant.