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14. January 2020

novomind iAGENT FAQ center of Renault Bank direkt uses AI to answer all questions

Customer Service
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by Daniela Köhler

Publications officer

Intelligent novomind software solution ensures 24/7 customer service

Artificial intelligence (AI) steps in: Renault Bank direkt now uses novomind AG’s automated dialog software in the “Help & Contact” section of its website. Thanks to its new intelligent FAQ center based on novomind iAGENT chatbot technology, the bank can provide its customers the best possible service around the clock, seven days a week.

Renault Bank direkt, a division of the German branch of RCI Banque S.A., has been offering its customers flexible and daily available investments in the money market account area since 2013.  In addition, the bank offers fixed-term savings accounts from one to five years. As a direct bank, Renault Bank direkt permits direct digital account opening – whether from your PC at home or from a mobile device while on the move. Thanks to authentication via video chat, the account can be opened paperless in just a few minutes.  If questions arise, customers can immediately find helpful answers in the new “Help & Contact” section of the website, regardless of business and service hours.

“Renault Bank direkt uses the intelligent FAQ tool from novomind to offer our customers direct 24/7 access to all important questions and answers. Thanks to smart analysis options, we can tailor the FAQ section to the needs of our customers at any time. This is an important step in the increasing digitization process and enables us to consistently focus on our customers,” explains Lukasz Cieslak, Director of Finance of the German branch of RCI Banque S.A.

“For modern FAQ centers, artificial intelligence is a key technology in chatbots. They have become an important touchpoint in the ever more flexible omni-channel customer communication sector that ensures service availability outside of business hours, makes the customer experience more individual and thus has a significant positive effect,” says Sylvia Tantzen, CMO Sales & Marketing at novomind AG. “We at novomind recognized the opportunities opened up by the optimum interaction of AI and people early on and are delighted that our customers can now build on our decades of market experience in a growing variety of ways.”

The development of AI technology is part of the founding history and DNA of novomind AG. The Hamburg-based provider of omni-channel commerce and customer service software solutions has been using it in its avatars, voice assistants, chatbots and complex FAQ centers for 20 years.

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