Case Study
Generative AI for Customer Care
We adopted Generative AI, in particular ChatGPT with Azure platform services, to enhance customer service for a bank.
Where: italy
Where: italy
Challenge
Our aim is to develop a more effective system for interaction and classification of customer requests compared the as-is condition.
Approach
By leveraging ChatGPT’s natural language processing capabilities, our solution can interact with customers in a human-like manner, understand the content of conversations, derive intents, and classify requests based on the bank’s domain-specific information.
Digital Ecosystem
Solution
Digital Ecosystem
Our solution enhances conversation quality, problem-solving abilities, routing accuracy, and response quality of existing bots.
As a result, the deflection rate (reduction in the need for human operators) increases, sentiment scores for customer assistance improves, and the availability of 24/7 support contributes to higher Net Promoter Scores (NPS) and improved app ratings for the bank.
Generative AI empowers the virtual assistant to provide personalized and efficient customer care, enhancing the overall customer experience.
Results
Improveed sentiment score on the assistance provided
Increased NPS (net promoter score)
Increased rating of the bank's app on the stores
Impacts
Technologies
AI & Data
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The power of big data leads services, products and processes to a higher level of "intelligence".
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