A Financial Services Company Delivers for Its Customers with Verint IVA

Benefits

The financial services leader has seen significant progress, benefits, and outcomes over the course of its Verint IVA journey. And progress and benefits began early, including:

• Increasing the number of IVA use cases to include the handling of card payments.
• Expanding intent coverage to address and resolve a wider range of customers’ needs.
• Implementing knowledge management assistance for associates, considering known customer information and relevant workflow.

Further along in its journey, the next generation of the company’s IVA featured some of the most advanced conversational AI-driven self-service in the consumer financial space. With integration of the IVA across numerous digital channels and departments, the organization eliminated data silos and improved the accuracy of responses. In turn, this helped elevate CX and customer satisfaction. At the same time, agent efficiency and satisfaction improved through the expansion of the IVA to additional internal use cases.

As the financial services leader’s Verint IVA journey continued, so did the advancements and subsequent benefits. These included:

• Adding asynchronous messaging capabilities to the IVA, including third-party channels such as Apple Business Chat.
• With continuously improving AI models, the handling of high-level services that previously required a live agent, such as payment method changes, late fees, card replacement, and account information updates.
• Reducing average handle time by adding agent-facing IVA use cases to cover seven different departments.
• Reducing time spent by agents on manual knowledge library searches through the ingesting of knowledge data into the IVA.

Moving forward

The financial services leader harnessed the unique power of Verint Open Platform by starting small and then, over time, building the CX and contact center ecosystem that works best for both the business and its customers.

Furthermore, as customer needs and the financial industry evolves, Verint Open Platform and Verint IVA provide the company with the flexibility and scalability to adapt and evolve in parallel. As it continues to add new brands to its portfolio and increase the number of self-service and internal use cases, Verint IVA will grow, evolve, and adapt to fit its business and customers’ needs.

Unlike a basic chatbot that becomes less effective over time, Verint IVA has proven to increase its performance and reliability as time goes by. With the Verint Intent Discovery Bot included within Verint IVA, the organization can uncover new customer intents and refine current customer experiences to drive better AI business outcomes.

This means that the IVA continuously learns how to better serve customers by truly understanding the intent of the questions customers are asking and the outcomes they desire. The IVA then learns new answers and solutions to new questions that arise from new products, changes in policy, or anything else the IVA didn’t previously handle.

With this cycle of continuous improvement, the financial services leader can drive and maintain self-service experiences that exceed customer expectations.