artificial intelligence: use of ai and natural language processing to effectively meet customers...

Artificial Intelligence applied to your

customer service

inbenta

dedicated to Artificial Intelligencefor Financial services organisations

founded in 2005 in Barcelona

6 offices, worldwide coverage with 80 employees100+ Key Accounts

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Artificial Intelligence 3

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probabilistic reasoning

machine learning

knowledge management

robotics

speech to text

natural language processing

image recognition

representation of human expression

natural language processing

Natural Language Processing (NLP) 4

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Understand the meaning of sentences.

Answer instantly and automatically

to any Questions

made by

Online customers

Or

Advisors

Natural Language Processing (NLP) 5

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Dynamic FAQ 6

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What supporting documents for a loan ?

Here what you need: • your bank identity statement (IBAN)• proof of address (electricity bill, phone bill, rent ..)

• photocopy of your ID Card• photocopies of your last two payslips (if you are

employed, click here)

Apply for a loan

Dynamic FAQ 7

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How to allow a full refund ?

To allow a full refund, check if the customer has subscribed for the A+ service.• If Yes

• The full refund would be free of charge• If Not

• The full refund would be charged 3% of the refund

Learn more about the A+ service

Dynamic FAQ 8

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To allow a full refund, check if the customer has subscribed for the A+ service.• If Yes

• The full refund would be free of charge• If Not

• The full refund would be charged 3% of the refund

Learn more about the A+ service

NaturalLangageProcessing

How to allow a full refund ?

FAQs

Linguistic service80% good

answer rate

100+ Key accounts 9

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+300K questionsprocessed every day

2 main objectives 10

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Client satisfaction

Online satisfaction 11

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immediacy is the rule

Speed of processing emails and calls 12

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+200%

2 main objectives 13

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ClientSatisfaction

with immediate answer

Costreduction&

Emails/Calls reduction to the contact center 14

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-40%

Emails/Calls reduction to the help desk 15

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-40%

2 main objectives 16

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Clientsatisfaction

with immediate answer

Costreduction

with email/call reduction

&

Customer cases 17

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Conclusion 18

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Easy to access, in front of traditionnal contact points

First client channel in volume40% email/chat reduction

First support channel in volume40% cost reduction

Thank you!

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