Financial Services Investing in Conversational AI Solutions
A multi-billion dollar financial services company, with offices across the United States.
The company operates in the consumer finance and insurance industries. One business unit primarily focuses on providing personal loans to customers with limited access to traditional lenders, such as banks and credit card companies. A separate business unit has a strong portfolio of insurance products available to customers.
The company prides itself on customers feeling like a part of the family. Wanting to expand upon their customer-first approach to business, they identified investing in conversational AI as the next step in offering a greater level of customer care.
Starting as conversational AI novices, the challenge was learning how to build expertise internally in order to augment digital strategic initiatives. The customer had a desire to develop several AI-powered chatbots for multiple business units within their organization. The objective was for an automated solution to provide 24/7 support coverage to users and answer simple questions and inquiries, providing escalation services to live agents for more complex issues, resulting in a more optimal customer experience and reducing load and wait times to engage with a support agent.
The company wanted to upgrade their support offerings for their customers and recognized that designing, developing, and launching a chatbot was highly complex. They needed an experienced partner to fully realize their conversational AI strategy.
Master of Code was brought in to consult and equip the company with the skills required to leverage their deep subject matter expertise throughout design and implementation. We combined the strength of the company’s industry knowledge, with our unique Master of Code training tools and processes, to result in an optimal chatbot experience for the customer.