ROGER MARTINEZ: Hi, Roger here from Google Cloud.
And in this video, we'll have a look
at how Contact Center AI can help the financial services
industry by transforming your customer service.
Various external events, like natural disasters,
can have serious impacts on financial institutions.
Such events can create an influx of requests
from customers looking for information and support.
But limited human resources, unprecedented network
infrastructure loads, and restrictions
on travel and working from offices
can hinder financial services organization's ability
to deliver critical services to their customers
and communities.
This can put a huge strain on a number of infrastructure
and core business systems.
One area that bears the most strain
is where customers directly interface
of your business, things like call centers and customer
support lines can see unprecedented volume increases.
And if you're not set up to handle the scale,
your customers could suffer.
For example long wait times on hold or an email query
going too long before being responded to,
can lead to unhappy customers, and potentially
long live conversations that drive up
costs for call centers.
The simplest solution is to increase your service forces
to respond to demand.
But that's not always as easy as it sounds.
The costs of hiring and training new support workers
can have a significant impact on your operational efficiency
and your profitability.
The bottom line is, that during times of high volume customer
needs, your company will have to find
the balance between offering exceptional customer
service and personalized intuitive customer care,
while increasing operational efficiency.
Thankfully, Google Cloud Contact Center AI, CCAI,
is here to help.
CCAI uses artificial intelligence
to converse naturally with customers,
and expertly assess human agents on more complex cases.
CCAI's conversational core powers three key features.
Virtual Agent gives customers 24/7 access
to immediate conversational self-service
with seamless hand-offs to human agents for more complex issues.
Agent Assist empowers human agents
with continued support during their calls
by identifying intent and providing real time,
step by step assistance.
Insights uses natural language processing
to identify call drivers and sentiment that helps.
Contact Center managers learn about customer interactions
to improve call outcomes.
Let's see how Contact Center AI is
helping transform the financial services industry.
[RINGTONE]
VIRTUAL AGENT: Hi, Prisha, thanks for calling our bank.
How can I help?
PRISHA: Hi, I'd like to pay my bill.
VIRTUAL AGENT: Great.
Can you please verify your address?
PRISHA: 15 State Street.
Oh, and how much is it?
ROGER MARTINEZ: Virtual Agent provides
immediate conversational support, with customers
directing the flow.
VIRTUAL AGENT: You owe $150.
Do you want to pay with the account ending in 1337?
PRISHA: Yes, please.
VIRTUAL AGENT: Done.
I've sent an email confirmation.
Is there anything else?
ROGER MARTINEZ: Virtual agent can
take care of basic fulfillment on the spot.
PRISHA: Yes, actually, there's a $35 charge I don't recognize.
VIRTUAL AGENT: From last week, it
looks like it's an overdraft fee.
PRISHA: Oh, that's not fair.
I didn't know.
VIRTUAL AGENT: OK, let me transfer you
to a specialist to help.
ROGER MARTINEZ: More complex cases are seamlessly
handed off to a human agent.
[RINGTONE]
ELLIOTT: Hi, Prisha, I'm Elliott.
I see you're concerned about the overdraft fee.
PRISHA: Yeah, I didn't know I would get charged.
ELLIOTT: OK, I can waive the fee this time,
but would you like overdraft protection,
so it doesn't happen again?
ROGER MARTINEZ: Agent Assist listens in,
giving real time, step by step guidance.
PRISHA: Yes, please.
ELLIOTT: OK, I've set it up.
Is there anything else?
PRISHA: No, this was great.
Thanks a lot.
ROGER MARTINEZ: Lastly, Insights gives you real time visibility
into key called drivers and sentiment.
But there are so many more places
CCAI can be leveraged in financial services.
For example, it can streamline the user's ability
to manage their account information, like password
resets.
Or it can help facilitate the user paying their bills,
activating or deactivating credit cards,
or other types of transactions.
CCAI can help with bigger scope tasks,
like helping customers generate and understand their credit
scores, and view or redeem rewards for their memberships
based upon transactions.
With lots of features like sentiment analysis,
multilingual support, automatic topic determination, and chat
level analytics, CCAI provides a versatile tool
to handle a number of solutions to improve your customer's
experience with your company.
If you'd like to know more, visit the link
in the description below.
You can also subscribe to our Cloud YouTube
channel for more great Contact Center AI content.
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