Aivo > 实例探究 > Banco Solidario 通过对话式 AI 和 Genesys Cloud 增强客户服务

Banco Solidario 通过对话式 AI 和 Genesys Cloud 增强客户服务

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适用行业
  • 金融与保险
  • 玻璃
适用功能
  • 销售与市场营销
用例
  • 时间敏感网络
服务
  • 云规划/设计/实施服务
关于客户
Banco Solidario 是厄瓜多尔最重要的小额信贷银行之一,专门为微型企业提供服务。他们获得了大量外国投资,并发放了超过 114.56 亿美元的小额贷款和小额信贷。
挑战
Banco Solidario 在使用内部呼叫中心技术满足不断变化的客户的新需求方面面临着挑战。
解决方案
Banco Solidario 决定通过实施 Genesys Cloud 和 AgentBot 实现客户服务现代化并提供全渠道体验。 Aivo 的对话智能在自动提供同理心和个性化常见问题解答方面发挥了至关重要的作用。
运营影响
  • The implementation of the conversational AI solution significantly improved Banco Solidario's customer service operations. The integration of Marisol with Genesys allowed for seamless transition from bot to human agent, enhancing the customer experience. The bank was also able to manage growing interactions on mobile digital channels, providing customers with the same personalized treatment they would receive at physical branches. The bank's proactive approach to digital transformation ensured business continuity during the COVID-19 pandemic, with Marisol handling a significantly increased volume of inquiries. The bank's commitment to privacy and security was also reflected in the bot strategy, ensuring the protection of user data.

数量效益
  • Marisol’s transfers to contact center operators dropped from 35% to 14% after improving integrations and refining the knowledge base.

  • Marisol’s daily inquiry volume tripled compared to the days before the pandemic.

  • The bot achieved 90% retention and 86% effectiveness.

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