The Finn AI virtual assistant improves customer service by pre-routing customers to appropriate channels, extending support beyond regular contact center hours, and expediting the shopping experience for new customers.
VANCOUVER, British Columbia, July 30, 2019 – Finn AI, the world’s leading AI-powered conversational banking technology provider, today announced that one of the world’s largest financial services corporations has chosen Finn AI to help improve customer service and to enhance customer acquisition workflows.
Under the terms of the engagement, Finn AI has developed a virtual assistant to pre-qualify prospects for the company’s personal and small business banking products, ensuring human sales agents are engaged only when an inquiry is sales-based, thus reducing the cost to acquire. The virtual assistant also interacts with customers outside of regular call center hours, allowing the financial institution to extend their support hours to a 24/7 model.
Additionally, the virtual assistant is used to expedite the product application process for new and existing customers, providing information about banking products and in-the-moment guidance, through to applying for a product.
“This customer engagement is an excellent example of how Finn AI can help financial institutions achieve very specific, and often complex, business objectives,” said Jake Tyler, CEO at Finn AI. “This particular use case leverages a number of our pre-built Customer Acquisition features including Smart Routing, Product Comparison, and Product Recommender. Used in combination, the customer is able to reduce distractions to sales agents while improving the consumer experience.”
The virtual assistant was actively deployed less than a month ago and is already delivering strong business results. For example, human sales agents were spending too much time dealing with non-sales inquiries, impacting their ability to serve new customers and grow the business. Today, the Finn AI virtual assistant successfully identifies and diverts over 20% of call volumes that are not sales related, allowing the human sales agents to focus on selling.
Finn AI was recently named a 2019 Cool Vendor in AI for Banking and Investment Services by Gartner. The company currently works with banks around the world including: ATB Financial, Bank of Montreal (BMO), and Banpro; as well as challenger banks Fidor Bank and TymeBank.
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About Finn AI
Founded in 2014, Finn AI is the world’s leading AI-powered conversational banking technology provider, working with top financial institutions including: ATB Financial, Bank of Montreal (BMO), Banpro Grupo Promerica, Fidor Bank, and TymeBank, as well as partnerships with Auth0, Fidor Solutions, MX, Temenos, and Visa Canada. Banks use the award-winning Finn AI platform to transform and deepen customer engagement –providing a truly personalized digital-first experience– while delivering the operational efficiencies and cost savings of conversational AI. For more information visit finn.ai.