Delivering Delightful Virtual Agent Experience for Financial Services Company

Virtual agent solution handles high volume requests with a personalized experience and unbeatable security for a financial services company.

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The Challenge

A specialist financial services organization in the United States faced the challenge of managing a large volume of customer requests for account information, payments, and other sensitive transactions. The organization needed an efficient and secure way to handle these requests while providing a personalized experience to each customer.

The Solution

Waterfield Tech deployed a conversational AI solution that could handle a variety of customer requests in the caller’s preferred format, including voice and touch-tone inputs. The virtual agent was designed to guide customers through the process of

  • authenticating and verifying their identity
  • securely retrieving account information
  • and processing payments within a PCI DSS level one certified payment environment
The Results

By automating simple and repetitive tasks, the virtual agent solution improved their operational efficiency by freeing their representatives to focus on more complex requests that required a human touch. The solution also provided a personalized experience for each customer, helping to build brand loyalty and increase customer satisfaction with

  • over 96% of customer requests successfully understood on the first try
  • nearly 100% of customers successfully authenticated
  • more than 90% of customers receiving their account details as requested
  • 76% of PCI compliant payment transactions successfully completed

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