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The industry has changed in the last decade more than in the 100 years prior. A main feature of digitalisation in the finance industry is the loss of personal relationship between customers and their financial institutions. It becomes much more difficult to be a relationship banker when customers interact exclusively via a digital platform.
Previously typical customer touchpoints, such as branch visits and regular appointments with a personal bank advisor, are now a thing of the past. Small, regional branches are disappearing, and the ratio of staff to customers is dwindling. Fintechs are conquering the market. How do you do business in this competitive environment with an economic cost-benefit ratio?
Nowadays, financial institutions need a hybrid customer relations concept, ensuring that all the touchpoints preferred by customers or new customers are available. In doing so, they must create a balance between personal and digital contact.
How good customer service is revolutionising banking
No more expensive stand-alone solutions for correspondence and telephone communication, but a uniform communication platform with tracking for the entire customer journey.
Native dialogue handover via WhatsApp/chat and dynamic bot responses, transparent and customisable, including live debugger and seamless reporting.
An API-based ecosystem — open architecture means connecting to existing system architecture is easy.
novomind Cloud in Germany or on-premises operation at the customer’s premises.
Chat and messenger can be used as encrypted channels.
Both for SaaS from the novomind Cloud and for on-premises operation at the customer's premises.
Seamless switching across all channels of communication.
A high degree of automation when it comes to classification and intent recognition.
Even over 200,000 tickets per day are no problem for novomind iAGENT.
Lukasz Cieslak
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