artificial intelligence: use of ai and natural language processing to effectively meet customers...
TRANSCRIPT
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Artificial Intelligence applied to your
customer service
inbenta
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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
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Natural Language Processing (NLP) 4
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Understand the meaning of sentences.
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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
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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
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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
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100+ Key accounts 9
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+300K questionsprocessed every day
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2 main objectives 10
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Client satisfaction
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Online satisfaction 11
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immediacy is the rule
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Speed of processing emails and calls 12
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+200%
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2 main objectives 13
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ClientSatisfaction
with immediate answer
Costreduction&
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Emails/Calls reduction to the contact center 14
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-40%
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Emails/Calls reduction to the help desk 15
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-40%
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2 main objectives 16
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Clientsatisfaction
with immediate answer
Costreduction
with email/call reduction
&
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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