With 95% transcription accuracy, a Leading financial services company reduces response times by

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  Business Problem
  
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  Solution
  

Business Problem

Previously, when branch employees at Leading financial services company had questions regarding products or services, they called a central office, but there was often a long wait for answers, which also left customers waiting.

Solution

Leading financial services company’s virtual agent solution (“BIA”) assists employees and customers by searching for answers to complex queries regarding bank products and services. Used by 60,000 employees, BIA has increased customer satisfaction by over 85% by reducing the time needed to answer customer questions.

Leading Bank built an analytics solution using Watson Speech to Text to transcribe and audit tens of thousands of customer calls, saving 2500 auditors 100,000+ hours each month

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  Business Problem
  
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  Solution
  

Business Problem

Leading Bank’s internal audit department oversees 10,000-20,000 calls per month but was only able to listen to 1% of them. The scarcity of auditors means it is impossible to monitor all these calls.

Solution

IBM built an analytics tool on Cloud Pak for Data that allows Leading Bank to transcribe, analyze and score recordings for correctness and quality using Speech to Text and Watson Discovery. The outcome is an audit-specific worksheet that gives a concise overview of all calls, enabling the bank to determine if a department is compliant.

Unkapt is an alternative lending, cross-border capital raising platform offering APAC small and lower middle market issuers (SMEs) the opportunity to use innovative financing to raise capital among a network of accredited investors.

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  Business challenge
  
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  Solution
  
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  Solution Components
  
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  Results
  

Business challenge

Unkapt was looking for a solution that could efficiently deal with incoming inquiries and provide accurate and immediate answers to the customers who are filling in a complex set of registration forms. The registration forms require a good understanding of financial literature and terminologies.

Unkapt wanted to simplify the customer onboarding process that could be implemented quickly and used to help customers in commonly asked questions while filling up the form.

Solution

Unkapt chose Nexright to implement IBM Watson enabled Chatbot solution to automate it™s platform support FAQ, by providing contextual answers to customer queries quickly, efficiently and round the clock.

Solution components

• IBM Bluemix
• IBM Watson Developer Cloud
• Conversation Service

Watson Conversation service

IBM Watson â„¢ Conversation service, that understands natural-language input and uses machine learning to respond to customers in a way that simulates a conversation between humans.

Product Q&A

A knowledge base driven FAQ solution allowing customers to easily ask questions and receive immediate answers without leaving the registration process.

Context Driven Solution

Chatbot understands the user context, for example what section of the form the user is filling in.

Result

• Reduce Customer support cost

Minimize dependency on higher cost support channels by letting Watson Chatbot handle customer queries.

• Improve User experience by simplifying customer onboarding

Self-service to deflect and resolve simple queries while allowing customer support to focus on more complex issues.

• Resolve customer concerns and scale the business globally with round the clock support

Real time support by solving the most common customer issues on the first touch.

Nexright’s IBM Watson enabled Chatbot solution simplified our customer onboarding journey with immediate answers to hundreds of frequently asked questions.

Yanese Chellapen, Director at Unkapt