Leverage Google Assistant to better serve customers:
- Bankia's innovation department wanted to test voice-managed virtual assistants to augment existing customer support channels
- A project was initiated to test the capabilities of the new technology and to gain a practical understanding of its true potential
- A secondary aim was to evaluate how the virtual assistant could harness natural language processing (NLP) to solve specific customer queries and use cases
- As a flagship Google initiative, Google Assistant is updated continuously, which can make it challenging to work with.
