Case Study Financial Institution
"AtomX team understood our case immediately and delivered on the KPI's we were targeting as a business. It was great to see AI working directly to achieve our business outcomes"
- Chief Technology Officer
Our client, a rapidly expanding financial institution approached us to create an AI chatbot to create a seamless customer experience that would deliver solutions to customer queries with speed and certainty. Whilst there was a large number of users visiting their webpage and a significant rise in website traffic, they face several challenges surrounding customer engagement through their online and offline digital channels.
In order for our client to increase their digital leads and conversions, our team conducted an initial digital traffic analysis to ensure the best solution was provided to meet the business objectives.
One of the key challenges we identified was 76% of customers were contacting the financial institution outside of business hours which consisted of a large amount of repetitive and redundant quires.
To target customer service and queries, we implemented a "product knowledge expert" AI chatbot as the initial contact for all digital channels in order to increase lead generation.
The Chatbot paired seamlessly with the existing website to provide users with relevant information whilst incorporating an integrated live chat solution. This intelligently nudged prospective customers to provide their contact details or get in contact with a live agent.
By integrating Live chat and AI chatbot allows users to contact the financial institution outside of business hours. Through the knowledge base, customers also have access to self-service FAQ articles and resources ensuring all enquires are answered efficiently.
Lead conversions had increased by 325% within just 3 months of implementing the new chatbot.
In addition the their automatic lead conversion, the CRM database also increased by 450% due to the chatbots capability to capture website traffic outside of business hours.
Over time through self learning we aim to expand the chatbots capabilities to automatically reach out to potential customers through various social channels. .