90% of the banking sector’s interactions will be automatic by 2022

90% of the banking sector’s interactions will be automatic by 2022

Event: Insights by Visor.ai – Automated Communications between Companies and People

The banking sector seems to be the one most invested in automating interactions. Over 90% of bank-customer interactions are estimated to become automatic by 2022 (Hampshire, 2017). A more general view predicts that by 2020 80% of companies plan to implement Artificial Intelligence in the form of chatbots (Business Insider, 2016) – tools for automating text or voice conversations – given their autonomous responsiveness is greater than  80% (Trips Reddy, 2017).

Automated interactions have proven to be a cost-effective and far more efficient strategic solution for meeting the goals of medium and large enterprises. Studies reveal that by 2023 the implementation of these tools will save the banking industry $7,3 billion (over €6,0 billion) worldwide (Hampshire, 2019).

The data above encouraged the birth of Insights – Automated Communications between Companies and People, organized by Visor.ai – a startup specialized in chatbots and automated interactions – which will take place on October 16, Wednesday, between 3.00 pm and 8.00 pm at Avenida Duque de Loulé, no. 12 in Lisbon (offices belonging to the startup accelerator Beta-i).

In this event will be present Teresa Santos and  João Luís Marques from Tranquilidade, João Lourenço Cabrita from Banco BEST, Miguel Tapada from On Spot Net and Gianluca Pereyra from  Visor.ai, who are some of the main references in innovation and transformation of large companies in terms of Automation, Artificial Intelligence, Chatbots and Business Communication. A meeting focused on sharing real business cases, the experiences of professionals from different business areas and insights regarding the future of automated interactions between people and organizations.

Today, companies benefit immensely from the automation of standard interactions, particularly in the customer acquisition, tracking, and recovery stages. 74% of those in charge of Customer Support departments report that implementing these tools has improved their services by decreasing error rates and improving the user experience (Isabella Steele, 2018). Artificial intelligence is used to increase the accuracy of these tools when interpreting a user’s intention and the effectiveness of their answers.

Testimonials: Portuguese companies that implemented chatbots

Its name is BEA: the chatbot which is the absolute pioneer of Portugal’s national banks, implemented by Banco BEST with the support of Visor.ai. According to João Lourenço Cabrita (2019), head of Innovation and New Partnerships at Banco BEST, this type of solution is “Simple, straightforward and 24 hours a day.” He also explained that “BEA is a collaboration between customer support and product areas which have summed up the answers to the most common customer questions and, through technology, uses Artificial Intelligence to provide the best possible answer to the questions asked.”

This trend can also be seen in the insurance sector. João Luís Marques (2019), head of Operations at Tranquilidade – which also has a Visor.ai chatbot on its website – considers that “We quickly realized it was fast to implement, user-friendly and created value for our clients because it not only opens a new communication channel, it also brings us closer to our digital savvy customers, who will gradually increase in number even in a 100-year-old company like ours.” He also adds: “We’re ‘teaching’ the bot on a daily basis. The company can now answer in a more autonomous manner and will soon have transaction features in use. This is, without a doubt, a welcome addition to the company’s service repertoire.”

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