- 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.
The challenge
The engagement
- Discovery: workshop to define MVP. Included definition of customer journeys, priority set up, depth and reach of conversations, new functionalities and use cases based on real customer behaviour
- Conversational design: including finding branches/ATMs, directions, connecting to Bankia’s website, connecting to mobile banking and responding to inappropriate language
- Implementation: all dialogue flows were implemented and usability testing was performed
- Active testing: conducted before the final deployment to ensure the solution meets the requirements in terms of usability, as well as to identify possible improvements
The benefit

- By harnessing the power of Google Assistant, Bankia has created a new banking channel that increases customer engagement and loyalty
- Google Assistant has empowered Bankia to maintain its position at the forefront of bank innovation
- Feedback from customers has been overwhelmingly positive. With a score of 4.6 out of 5, Bankia is the highest rated bank on the Google Virtual Assistant Platform