WhatsApp as a new support channel to bolster contact centre

Reduce contact query volumes by offering WhatsApp as new customer support channel

• Direct non-transactional customer calls about mortgages and personal loans initially to a chatbot to improve response time and reduce costs
• Optimise customer experience by leveraging the familiarity of WhatsApp to offer a new support channel
• Analyse customer communication using natural language processing

End-to-end project covering use case identification/prioritisation, proof of value, strategic conversational architecture, design, implementation, integration and deployment

• As a result of an ongoing collaboration at Bankia’s AI lab, GFT proposed WhatsApp as potential customer channel
• The aim was to automate regular customer service enquiries about mortgages and personal loans, with optional human backup when needed
• GFT worked with the bank to implement a WhatsApp Enterprise chatbot agent capable of offering mortgage simulation, property valuation and to transfer the chat to a customer support agent when needed
• The solution uses Hubtype and Dialogflow

A permanent gain in operational efficiency and customer satisfaction improved

• Contacting the bank is easier than ever for customers and prospects
• Reduction in agents’ idle time, allowing them to answer queries in an asynchronous channel familiar to customers
• Zero abandonment rate as all cases are attended to and customers receive an answer 24/7 through the chatbot, even when the contact centre is unavailable
• High levels of customer satisfaction with an average of 9.1 stars (out of 10)
• Bankia has taken this opportunity to increase customer engagement and grow the lifetime value of its customers