LD Staff Writer
How many times have you called into your bank and reached an automated system? All you want to do is check your bank account balance, report fraud, or transfer funds… But before you get to the solution, you hang up with frustration because the system doesn’t recognize what you’re saying.
“Last week at Finovate 2013, Franklin-based Interactions took home the award for best in show. Finovate is an annual event held in New York City that showcases financial and banking technology innovations. The award was a great honor for Interactions, but the demo of their tech was the real showstopper.”
The tech they’re describing looks like this:
The customer is sent a text message from their bank saying that there is suspected fraudulent activity on their account. The customer can then call in to an automated assistant to straighten it out. This might not sound terrible exciting, but hang on – this is where it starts to get good.
This is a verbatim interaction between the caller and the automated system:
Assistant: “What is the transaction description or dollar amount of the charge you are reporting as fraudulent?”
Customer: “So those first three, they definitely were me, but that charge at Nordstrom for $156.12, I don’t know if somebody stole my credit card number or what, but I need to report that charge.”
The customer is able to talk to the automated assistant just like they would to any real, live person. The assistant is actually conversational, understands what the caller is saying, and even responds with appropriate humor and creativity.
This is unheard of in the world of automated customer service…
Think of a person yelling “No!” into the phone, and the automated assistant responding with “No is not a valid option, please select from the following list…”
We’ve all been there.
This technology is not only great at being conversational, but can also recognize phrases that have been mostly inaccessible through voice command before, like email addresses and web login IDs. Interactions is also developing a web platform to allow users to communicate with customer service via Facebook, Twitter, etc.
This is the new voice of customer service.
To read the full story visit: http://bostinno.streetwise.co/2013/09/23/franklin-based-interactions-reinvents-the-virtual-assistant-application-wins-finovates-best-in-show/
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