Interventions in Committee
 
 
 
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Saima Malik
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Saima Malik
2017-02-01 17:13
There are a couple of things we've introduced, including newer technologies for how we optimize our standard questions and answers.
We're going through a process right now where we help to triage customers. The goal is that there are standard questions and there should be standard answers available to all customers, but if we know it's a specific case that needs support or assistance, we're essentially guiding that customer into an assisted help function, whether it be through chat, directly through a call to the call centre, or eventually things like video calls or co-browsing.
We're really helping customers with the goal and intention of resolving their issue in one interaction, so that if they need an answer or a simple answer, we're able to provide that; but if they need to speak to a human, we make that simple and easy for them.
One recommendation to this group is that we've seen a number of our digital interactions move to mobile, and that has forced us to make our experiences, whether they be an application process or contacting the bank, much simpler and easier for things like reviews of application processes and simplifying that process. Because of the nature of mobile experiences and access via your smart phone, you really have to optimize and slim down that process.
We've also taken advantage of technologies that are available out there such as chat or click to call to understand where the customer is coming from and the experience they've had—for example, what application process they were in or what their inquiry was about.
The other thing we've taken advantage of is virtual assistance. We are looking at technologies now that take advantage of understanding and mining answers and knowledge bases to help respond to the customer in a chatbot-like fashion. When and where we feel it's the right time to have them connect with a human, we'll do that.
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