virtual agent

The Anatomy of a Virtual Agent: What an AI Humanized Chatbot Looks Like

When it comes to Customer Support, we are used to interacting with human agents who help solve our queries. However, to keep up with the technological evolution and optimize and accelerate those same services, more and more companies have a virtual agent on their digital platforms.

Continue reading this article to learn what they are, their characteristics and the applications they could have in your organization.

What is a virtual agent?

A virtual agent (digital agent or chatbot) is a computer system with Artificial Intelligence (AI) programmed to simulate human conversations with its users via chat or voice. It’s widely used in customer service.

Because it uses NLP (Natural Language Processing) and Machine Learning, it can answer various questions instantly, 24 hours a day, 7 days a week.

In addition to responding to users, the virtual agent can be programmed to perform small tasks and facilitate transactions by automating repetitive processes. And when integrated with other systems, it could, for instance, make documents available automatically.

Therefore, it’s an excellent option for companies that want to strengthen their digital transformation and improve customer satisfaction while reducing operational costs and using team efforts for more complex and creative tasks.

What are the characteristics of a virtual agent?

Today, in almost every company, there is already some form of automated support in place to help customers solve their challenges autonomously. But how do we know if we are talking to an actual virtual agent instead of a more basic tool?

Well, virtual agents’ characteristics make them more functional and efficient. Let’s look at some of them below:

1. Personality and Appearance

 You can customize the appearance of a virtual agent according to your brand colors and even give it a face, unlike simpler tools that use the same template for every company.

Moreover, depending on your target audience, you can give it a more serious or laid-back personality.

These factors help create greater proximity with your consumers who, despite talking to a robot, gain some empathy and relationship with it.


Natural Language Processing technology allows conversational robots to understand and analyze human language, i.e., user questions and requests.

If a virtual agent does not have NLP algorithms implemented in its core, it must have some ground rules allowing it to communicate with users. Even so, it is still much more robotic and less flexible than if it had NLP implemented and misses the users’ intent when they ask for something in a different way.

3. Machine Learning

Machine Learning is the technology that allows chatbots to learn from the different interactions they have. So, the more extensive the knowledge base with diverse questions and requests, the easier for these systems to respond to what the customer wants.

As time passes and with more interactions, the more the virtual agent becomes efficient. So even if it can’t answer today, it will certainly do it tomorrow.

4. Context Awareness

In line with the above, these agents can understand more complex commands, understand the context and respond accordingly.

For example, if you say, “Is there any way to talk to you in person in city X?” the chatbot will understand that the customer is looking for a store or branch of your company in city X and will respond with the requested information.

5. Multichannel Support

Virtual agents are very flexible because you can integrate them into any platform you want, whether a website or mobile application like WhatsApp or Facebook Messenger.

In this way, you can reduce the contact flow by spreading it across different digital channels and allowing customers to choose how they prefer to contact your company.

6. Integration with other systems

As mentioned above, virtual agents are very flexible, and it is possible to integrate them with various systems that companies use daily, namely CRMs such as Salesforce, among others.

This allows you to customize interactions further, providing complete information to users while collecting data to improve your services even more.

7Security and Privacy

Regarding security and privacy for users and companies, these conversational tools are developed following very strict data protection rules, thus ensuring compliance with established regulations.

What are the applications?

Most chatbots or virtual agents are used for customer support. But they can play many other roles besides helping customers solve their issues.

One area that benefits from implementing chatbots is, for example, Sales and Marketing.

These intelligent systems are a great tool for interacting with potential customers, answering their questions, suggesting the following steps, and providing personalized recommendations based on their interests. In this way, it generates business leads, qualifies potential customers, and promotes products and services in a fully automated way.

Virtual agents can also be used as tools for education and training. For example, they can provide educational content such as video tutorials and manuals and even help test acquired skills.

In addition, they can be sources of entertainment when interacting with users and capturing their attention. Depending on how you customize them, they can tell jokes, play games, etc.

In short, virtual agents can be used in multiple contexts and various industries, increasing customer satisfaction.

What are the advantages of having a virtual agent with Artificial Intelligence?

Companies that search for alternatives to innovate their Customer Support want to keep up with the trends and the digital age. In addition, they are the ones who are always concerned with providing the best possible service to their customers.

Virtual agents can offer you much more than digital transformation. They can increase customer satisfaction, which any company with a customer-centric strategy wants.

These agents with Conversational AI allow you to:

–  Be available 24/7

Your customers may need to contact you anytime, and sometimes working hours are not enough or the best time for them.

 Remember that your customers also work, and the time they have left to call or stop by to resolve issues may not be compatible with your work schedule.

So be prepared for those situations at any time, every day of the year.

 Of course, this does not exclude having your human assistants available. In fact, using the Live Chat feature, they should answer the questions that the chatbot could not. In any case, for many purposes, the chatbot does not leave your customers without support.

– Deliver an immediate response.

Waiting times to get an answer are one of the things that customers complain about the most. In our world, nobody has the patience to wait anymore.

New generations are used to getting immediate answers, and if not through your customer service, then through other means, which may have less reliable information.

With a chatbot, there are no more waiting times because they can communicate with countless people simultaneously and immediately. They just need to have the necessary information in their knowledge base.

– Personalize interactions based on the user

As your virtual agent talks to users, he will collect information such as their name, age, what products they have, or services they use.

For example, referencing your customer’s name during the conversation will make them feel unique and not that they are “just another customer.”

The same applies when you recommend other products or campaigns to them that are related to their profile and are not just suggestions sent in bulk.

A personalized service according to your customer’s profile and data is halfway to making your customer more engaged with your chatbot.

– Be consistent in your answers.

Just as it has happened to us (we believe it has happened to you, too), there are times when we talk to a brand representative who gives us certain information. However, when we talk to another, they tell us something completely different.

People may have different understandings of what the customer wants and propose different solutions consequently. However, with a virtual agent, you can maintain consistency in the answers, regardless of how the user has asked.

Even if the virtual agent is unsure about the best answer, it allows the user to choose the topic they need.

– Gather Metrics

In addition to the information, we discussed earlier, such as name, age, and others, chatbots are also great tools for collecting other data. Namely, topics customers have more difficulties with, services/products they use the most, products they search for more often, and what kind of actions they do in the chatbot (memberships, simulations, documentation, requests).

Collecting this data allows you to improve the virtual agent’s information flows and enhance your marketing campaigns.

– Scale the solution

This type of agent is always associated with an AI platform where you can parameterize the different characteristics of your chatbot, from appearance to increased efficiency and artificial intelligence.

You can also scale your solution on this platform by integrating it into different contact channels beyond your website, such as WhatsApp or Facebook Messenger.

You can also include your human assistants by enabling chat-based customer service. By chatting, they can talk to more than one customer at a time, increasing the service’s speed and efficiency.

An agent made for you

At, we care about providing a solution that meets all your requirements, be it customization, use cases, security, etc., and we are always attentive to your needs.

We update and release new features regularly so that whoever works with our platform or interacts with our virtual agents always has the best user experience.

Our focus is to help you automate and optimize your Customer Service and have customers even more satisfied with your company.

What are you waiting for to enter the future of smart interactions? Contact us!

virtual assistants

Tips to Write an Engaging Script for Your Virtual Assistants

In addition to helping automate customer support, one of the goals of virtual assistants is to mimic a human conversation.

Increasingly more users value immediate service and the possibility of solving their issues anytime and anywhere. Therefore it is crucial that they have good interaction with virtual assistants.

That said, having an engaging script and the least robotic possible is essential.

What is a virtual assistant script?

Scripts are often associated with theater plays or movies; they are texts containing all the dialogues and actions that the actors will perform.

In general, as it is a document with guidelines to be followed, it can be used in other situations, in this case, by virtual assistants. Namely, a script for virtual assistants contains (or should contain) all possible interactions between the chatbot and the user, from the beginning to the end of the conversation.

How to have a good script for virtual assistants?

For a virtual assistant to provide the best possible user experience, it’s essential to have Artificial Intelligence and a good script.

The first point allows the chatbot to communicate efficiently with users. With the help of NLP (Natural Language Processing) and Machine Learning technologies, these conversational systems can understand requests and react accordingly.

The second point ensures that you provide effective value to your customers and the success of your chatbot.

To have a good script, follow the tips we have for you.

  • Set up the dialogue tree

To ensure that your chatbot offers value to your customers, you must include all questions they may have about your product/service in its knowledge base.

The possible questions and their corresponding answers should be entered in your conversational flow (dialogue tree). That is, into how the information is presented to the user.

Imagine you’re part of a banking institution, and the most frequent questions from your customers are related to service payments, transfers, and credit acquisitions.

In this case, the best option would be to show the information about these three cases right at the very beginning of the conversational flow. However, you should assure the remaining customers that they can ask about any other subject. In this way, you ensure that all your customers can get an answer, those who look for the most demanded information and those who want to discuss other topics.

  • Keep it short

The main reason users talk to brands’ virtual assistants is the immediacy of the answers. So take that into consideration.

Don’t overdo the answers. Give preference to short texts but with the necessary content for the customer to be oriented.

Too long messages make customers read the information diagonally. This is not beneficial for them, nor you, because if they don’t solve their questions through the chatbot, they will use another contact channel. And that is not ideal.

Still, if you have to write about more complex topics, divide them by sub-topics. On the one hand, it’s easier to process the information. On the other hand, if they’re only interested in one sub-topic, they can choose to read only about it.

  • Add personality to your virtual assistant

Just as the friendliness of a person who answers the phone can influence our conversation, the same happens when we talk via Chat.

In this case, we interact with a robot, not a person. However, the logic is the same.

One challenge of talking via instant messaging is that the person on the other end may read the message we send with a tone that isn’t what we want to express.

For this reason, it’s vital to give personality to your virtual assistant and always keep a friendly tone in the conversation.

Use emojis, punctuation marks, or even GIFs and images that help convey the feeling of your virtual assistant.

Another good option to give personality to your chatbot is to include small talk interactions and have your chatbot mention some more mundane topics.

Always pay attention to the characteristics and interests of your target audience to set the tone and maximize success.

  • Present your chatbot

Just as when you meet a new person and both parties introduce themselves, do the same with your virtual assistant.

In the beginning, tell your users to whom they are talking. If your chatbot has a name, state it. Don’t hide that they’re talking to a bot.

Also, ask to whom the chatbot is addressing. This way, you can use the name of the person in question throughout the conversation and humanize the interaction even more.

  • Customize according to the user’s profile and make suggestions

Using the customer’s name during the interaction is a great way to personalize a conversation. You can also draw on other user data and direct them to questions that might interest them specifically.

Imagine you have an insurance company with a running promotion that benefits anyone between 25 and 30 years old that takes a car insurance simulation.

With the information you collect with your virtual assistant, you can easily recognize who these users are and refer them directly to that campaign.

  • Offer a hybrid service with human support

Virtual assistants are an excellent tool for Customer Support automation. However, sometimes they may need help understanding what the user wants, or simply the topic they want to address is too advanced or complex for a chatbot.

In such cases, have human assistants available via Live Chat. Then, you can help your customers and prospects solve questions and issues in real-time without making them use another contact channel.

Build Your Virtual Assistant on This Platform

At, you can build the perfect script and virtual assistant for your company in a single platform.

Through simple and intuitive tools that don’t require technical expertise, you can set up all the components of your chatbot:  from its looks and personality to the knowledge base (user questions and answers). And you can also include small talk interactions, which will make your conversations much more dynamic.

Additionally, this platform can integrate with the systems you already use in your company, allowing the automation of repetitive tasks, such as producing certain documents with no human intervention, among other possibilities.

To make your next virtual assistant a reality in record time and with an ROI that will surprise you, contact us and experience the future of intelligent interactions!

Chatbot As a Service - What it is and how does it work | Chatbot como Servicio

Chatbot as a Service – What it is and how does it work

In recent years, the “As a Service” business model has gained ground in the market for all its advantages. But did you know that it can also be applied to chatbots? Discover the concept of “Chatbot as a Service”, its unquestionable value, and how you can use it in sectors such as banking and insurance.

What does “As a Service” mean?

As we mentioned, “As a Service” has grown exponentially. We find it in the form of Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS), among many others.

This business model is mainly associated with technology companies and refers to a service provided via the web. In other words, there are no on-premises devices because everything is hosted in the cloud.

In this way, the companies that hire these services don’t need to worry about installing, maintaining, and updating the systems, nor purchasing hardware and infrastructure for hosting them. Then, you only need an internet connection to access any product or service.

In addition, most do not require a license; the investment is made in the short term, on a subscription basis, depending on what is effectively needed.

What is “Chatbot as a Service”?

“Chatbot as a Service” has the same premise as the other “As a Service” models. That is, they are provided via the web. However, it doesn’t fall into the “Platform as a Service” category. Indeed, it’s a platform we can customize according to our needs, but it includes much more, that is to say, the “end product” – the chatbot.

Chatbots are conversational robots generally used by medium and large companies to automate repetitive tasks and requests, optimizing customer service.

They’re considered digital contact media, mostly found on companies’ websites and instant messaging applications, such as Facebook Messenger or WhatsApp.

Learn here how a chatbot on WhatsApp can be an asset to your company.

They are solutions that use Artificial Intelligence to have a greater response efficiency and thus also optimize the work of customer support teams.

The model of “Chatbot as a Service” is closely linked to the theme of digital transformation since it allows companies to merge easily into the era of digitalization. They can do it by offering their customers new contact channels with no additional operational costs.

What are the benefits of this business model?

  • Cloud-based

Simply put, when we say something is “in the cloud,” we can access it from anywhere in the world through the internet. That is to say; it is not something physical that we can only use if we are in the same location as the product or service.

“Chatbot as a Service” works the same way. They aren’t “physical” systems that you can only access if you are in your company’s office, for example. They are cloud-based solutions.

This way, the supplier can provide the service seamlessly from one location at the end of the globe to your company at the other.

  • Reduced costs

Because it’s in the cloud and not something “physical,” the associated costs are much lower. For example, you don’t need to worry about issues such as maintenance or having a specialized team to handle the solution.

  • Scalability

Another advantage of this model is the possibility of autonomously escalating the solution to new use cases without hassle, having total control over the platform.

Additionally, it allows easy integration with other systems your company already uses, such as CRM platforms.

  • ROI in no time

Besides being very quick to implement, the ROI (return on investment) is almost immediate since you can see the results in just a few months.

From the moment you implement this type of product, you can see improvements in your teams’ performance and customers’ satisfaction.

  • Fast Implementation

As we said in the previous point, “Chatbot as a Service” is promptly implemented since everything happens over the internet.

Just parameterize the information you want the chatbot to have, make the integrations with the systems you wish, and you’re ready to automate your customers’ most frequent requests and questions.

  • Automatic Updates

Thinking about updates is something you don’t have to do.

There will be updates, indeed, and the solution company you invest in will do them periodically to improve the product they are providing. But you don’t have to worry about anything. You’ll be notified when they occur; but, you won’t even have to involve your IT staff.

Also, suppose the provider is a company focused on customers and continuous improvement. In that case, many of the updates and new features will take your feedback and suggestions into account.

“Chatbot as a Service” in the Banking and Insurance Sectors

“Chatbot as a Service” is an excellent option for those who value a technological service that is efficient, innovative, and doesn’t bring headaches.

They are an opportunity to provide a 24/7/365 service where the user can solve their doubts immediately and assertively. In the event of more complex cases, it is possible to count on the help of human assistants, accessible through Live Chat.

As experts in the banking and insurance sector, we at have helped many companies automate their Customer Care services. Here are some examples of our solutions’ different applications:

In Banking
  • Transactions
  • Opening Accounts
  • Applying for a credit
  • Financial counseling
In Insurance
  • Provision of documents (insurance documents, insurance policy)
  • Hiring insurance
  • Claims’ communication
  • Changes in policies’ coverage

“Chatbot as a Service” at

At, we provide a “Chatbot as a Service”. It’s a cloud-based solution based on Artificial Intelligence coupled with a low-code platform. As a result, anyone with no technical knowledge can parameterize it.

In addition, all our customers’ chatbots have reached 80% efficiency, meaning eight out of 10 requests are solved without human intervention.

In four simple steps – configure, test, implement, and improve – you can have a technology solution that sets you apart and puts you at the forefront of customer service.

Talk to us and learn more about our “Chatbot as a Service” model.

Conversational AI vs. Traditional Chatbots

Conversational AI vs. Traditional Chatbots: What’s the Difference and How to Choose

What is Conversational AI? Isn’t it the same as chatbots? How do they differ?

As time goes by and new tech concepts and innovations emerge, it can be difficult to keep track of all of them and know what each one means.

Come find the answer to these questions and which solution best fits your company’s reality and needs.

What are traditional chatbots?

Let’s start with the oldest concept: chatbots. Chatbots are conversational robots that communicate with users through text messages and are usually present on companies’ websites or instant messaging applications.

Mostly, they automate communications between stakeholders (companies and customers) in Customer Care services.

There are several types of chatbots. However, in this article, we will only divide them into two: traditional chatbots and chatbots with Conversational Artificial Intelligence.

Traditional chatbots, without AI, are more limited and cannot have a natural conversation since they are composed of decision trees, also responding to pre-parametrized keywords. As a result, they’re typically used by smaller companies with fewer users, where these interactions are sufficient to answer frequently asked questions.

Artificial Intelligence

Artificial Intelligence is an almost infinite technology that allows systems to mimic human actions. This technology consists of different areas, and one of them is Conversational AI, which, as the name implies, focuses on a system’s ability to communicate with humans.

This area of AI allows chatbots to perform better and automatically perceive and respond according to the stimuli they receive.

For this reason, they are used in big companies with large volumes of interactions/customers. The goal is to automate repetitive processes and frequent questions, leaving only the most complex and particular ones to the contact center assistants.

What is Conversational AI?

Conversational AI, or Conversational Artificial Intelligence, takes chatbots to the next level. While most traditional chatbots rely on pre-defined rules and paths and cannot answer questions that diverge from what has been defined in their conversational flow, chatbots with Conversational AI can go beyond.

By relying on technologies such as NLP, Machine Learning, Automatic Speech Recognition, and Advance Dialog Management, Conversational AI allows chatbots to have natural conversations and to jump from subject to subject as if in a conversation with a human.

Unlike traditional chatbots, chatbots with Conversational AI can answer questions that are not identical to what they have in their knowledge base. The chatbot will understand their intention no matter how users type in their queries.

As a matter of fact, the more interactions the chatbot has, the more it learns and becomes more efficient.

Besides, if it can’t answer what the user wants, it will conveniently forward the request to a brand representative.

What are the differences between traditional chatbots and Conversational AI?

We’ve already seen that as soon as you communicate with a chatbot with Conversational AI, you can tell the most significant, most considerable difference: the ability to mimic a human conversation. That said, many more differences may not be as evident to the user but are pretty relevant in distinguishing the two types of chatbots.

Traditional Chatbots:

  • They are based on predefined rules and conversational flows.
  • Most of their interactions are through buttons.
  • Their scalability is very limited.
  • If any question is not in their knowledge base, they cannot answer the users about it.
  • They can understand what they were previously taught.

Chatbots with Conversational AI:

  • They are based on technologies that allow them to understand human language (NLP).
  • Their level of scalability is very high, and they can be implemented in several conversational channels
  • They learn from their interactions with users (Machine Learning).
  • Their interactions may include buttons, but they are able to respond via text or voice.
  • Even if the stimulus is not in their knowledge base, they can understand the user’s intention and provide a response.
  • They can personalize conversations according to the user’s profile.
  • Integration with CRM systems is possible, as well as with different APIs, to automate repetitive processes.
  • The Conversational AI platform allows, when the requests are more complex or too specific, to be automatically forwarded to the Live Chat, where brand representatives are available for customer service.

How to choose the best solution for your company?

The choice between a traditional chatbot and a conversational AI chatbot depends directly on your company’s goal. If the focus is to give an alternative to the Frequently Asked Questions (FAQs) page, then a traditional chatbot can help you.

However, suppose your focus is to digitally transform your company, be at the forefront of innovation, increase customer satisfaction, automate processes and optimize the work of the Customer Support team. In that case, chatbots with Conversational AI are the best option.

Additionally, if you want to decrease or even eradicate phone calls, which can be costly, the solution still is to invest in Conversational AI.

This technology is present in the solution.

Through an intuitive, easy-to-use platform, you can parameterize your chatbot’s interactions autonomously and without technical knowledge. Plus, you can give it the necessary knowledge to answer questions about your company and products/services, thus enriching it continuously.

You can see the answers that the chatbot has given to questions not yet included in the knowledge base using the AI Trainer tool.

In addition, on the platform, you also have access to numerous metrics that you can analyze to improve chat interactions and the Live Chat service.

The tools available in’s Conversational AI platform are numerous. They range from knowledge building and increasing the intelligence of your chatbot to conversations with Customer Service Assistants.

Request a demo and enter the future of intelligent interactions today!

chatbot intelligence

Life After Going Live: How to level up and optimize your chatbot intelligence

Have you already implemented a chatbot in your company’s customer support, but it still has trouble answering some questions? Check out these five tips we have for you to continuously increase your chatbot intelligence.

Artificial Intelligence

By definition, an intelligent chatbot is a conversational robot that uses Artificial Intelligence (AI). Artificial Intelligence is, in turn, a field that includes all the technologies needed for a machine to copy human actions – in this case, having conversations that are as natural as possible.

The most widely used technologies when it comes to chatbots are NLP (Natural Language Processing) and Machine Learning.

Simply put, with the first technology, the chatbot acquires the ability to understand human language. And with the second, it gains the skills to learn from the diverse stimuli it receives.

Why isn’t your chatbot smarter?

Just after being implemented, a chatbot is never at its maximum efficiency. That is, at the point where no human has to intervene to answer certain questions from customers.

There are two reasons why your chatbot intelligence is not at its peak: it has not received enough stimuli yet (questions) to figure out what answer to give, and more importantly, it has not been trained.

When you create a knowledge base, you feed the AI with the different questions (FAQs) that your chatbot might receive and the corresponding answer.

However, according to the history of interactions in your Contact Center, what your customers will actually ask is an unknown fact; there is only an approximate idea, and even humans have no way of knowing.

Still, you can easily improve your chatbot intelligence and increase its response efficiency.

5 tips to increase your chatbot intelligence

#1 Keep the information up-to-date

Just as you change the information on your company’s website, you must update what is in your chatbot. It’s crucial that what you say in one place is the same as what you say in the other because if it doesn’t, customers and potential customers won’t know which one to trust. And consequently, their trust in your brand will decrease.

Therefore, always keep your chatbot updated with the latest news and procedures.

#2 Train, train, train

On a conversational AI platform like’s, there’s a tool that allows you to train your chatbot’s Artificial Intelligence – the AI Trainer. This feature gives you access to all the questions your users ask that aren’t in your chatbot’s knowledge base yet.

Regardless of what the chatbot has answered, this is where you can confirm, change or assign a response to the received questions.

Once you carry this out, the knowledge base will increase. And consequently, your chatbot intelligence, namely its NLP, will also increase as it adds more colloquial ways of asking about a subject.

Furthermore, the chatbot will know what answers to give to new questions, increasing its efficiency rate. A chatbot may not know the answer today, but tomorrow it certainly will.

#3 Analyze the interactions between users and chatbot

Just like brand trust, it’s equally important that the customers feel special when you address them and show that you are aware of their needs and know who they are. So, the third tip we have for you is to analyze the conversations that have gone through your chatbot. Understand which topics are the most mentioned and which questions arise the most.

Also, try to find out how you can improve the conversational flows and customize them for each user according to their profiles.

#4 Analyze Metrics

In addition to analyzing interactions, keep an eye on other metrics related to your chatbot and live chat assistants.

Related to the chatbot, you can find out, for example, which paths users took most in the chatbot or which buttons were clicked the most. With this kind of information, you can identify the topics of greatest interest and base your campaigns and promotions accordingly.

Regarding live chat, you can see what kind of questions led users to resort to your agents and what are the requests’ resolution times, among other data.

You can also analyze the ratings that customers gave to the service (if you have this rating parameterized) and understand the reasons for the not-so-good scores to act accordingly.

#5 Optimize assistant workflows

Last but not least, optimizing your agents’ workflows is essential. After all, that was one of the reasons you implemented a chatbot, right? Listen to your employees and work together to facilitate and improve service.

Chat support is totally different from on-call support. For example, when writing, your assistants may have to give some long answers, which may take longer and are still repetitive.

In these cases, as well as in cases of introduction or farewell, such as “Hi, you’re talking to Mary, how can I help you?” or “We appreciate your contact; whenever you need us, we’re here to help you!”, make use of tools such as Quick Answers.

By parameterizing these responses, your assistants only need to click a button and send that same message. This way, your customer is more quickly cared for, and your assistants gain time to focus on more complex situations.

Additionally, when assistants receive a ticket they aren’t the best for, redirect it to other colleagues or departments that specialize in the topic.

This process takes seconds and allows you to always provide your customers with the best possible service.

Your platform

In the platform, you can autonomously and intuitively perform all the operations mentioned above.

Increasing your chatbot intelligence is key to maximizing the solution’s potential.

Of course, whenever you need it, you can count on our team to help you overcome any challenges or implement new features.

If you are not still feeling the power of the platform, request a demo today and take your Customer Service to the next level.

How far can banking chatbots go? 5 worth knowing Use Cases to scale your Contact Center

How far can Banking Chatbots go? 5 worth knowing Use Cases to scale the Contact Center

The challenges imposed by the pandemic were a significant driver and accelerator of the financial sector’s digital transformation. The exponential growth of online contacts and the need to reinvent customer support made many institutions finally start investing in banking chatbots.

This article explains some use cases that you can automate with this solution and how they help address the large volumes of interactions your customer service receives.

What are banking chatbots?

Chatbots, as the name implies, are conversational robots – robots that can communicate with people.

Banking chatbots are chatbots specialized in the banking industry. They are usually available on the corporate websites of each bank and help customers get answers to their questions immediately.

How do they work? Banking chatbots can communicate with their users because they have received information that enabled them to do so. Just as we go to school to gain knowledge, chatbots also need to learn to be efficient in their interactions.

Technologies such as NLP (Natural Language Processing) and Machine Learning are required so chatbots can understand and learn the human language.

These two technologies are part of Artificial Intelligence, which, broadly speaking, is what gives intelligence to chatbots. Thus, they can mimic specific human interactions – in this case, having a conversation as natural as possible and providing a great user experience.

What you can do with banking chatbots: 5 Use Cases

Chatbots are the missing piece in financial institutions that want to reach the next level of customer satisfaction and process optimization.

Nowadays, most people try to solve their issues digitally first, and only then, if it’s impossible, do they resort to other channels.

Consumers are increasingly demanding alternatives to face-to-face channels so they can get answers and reach their goals autonomously and at any time.

Banking chatbots are the solution for those who do not want to waste time. With these conversational robots specialized in banking and available 24*7, your institution empowers customers to:

  • Opening an account

Gone are the days when you had to go to a branch to open a bank account. Now, through a chatbot, your customers can enter their data, authenticate themselves, and have a new account in just a few minutes.

  • Changing debit dates

In addition to the numerous changes they can make related to their data, your customers can also make changes to debit dates, for example, monthly credit card fees.

  • Asking for credit increases

Situations requiring several levels of validation, such as applying for a credit increase, can be easily automated when you have a chatbot to help you. All you need is the customer’s information and compliance with the requirements, and you can automatically and instantly give them a response.

  • Canceling cards

If card cancellation is such a simple process, why does it give your customers and your teams so much trouble?

With a few clicks and chatbot monitoring, show the available cards and make it possible to choose the desired one – all of this without the need for human intervention.

  • Resetting authentication code

With the number of passwords each person has to memorize, many customers forget or lose the access codes to their account or customer area.

Create a use case in your chatbot where it asks for various information to validate that the customer is who they say they are, and after that, immediately send them new authentication codes.

The Millennium BCP story

Banking chatbots are generally used for customer support, automating different interactions that users have with institutions.

However, you can also automate internal support, i.e., provide support to branch office employees.

Banking is one of the sectors with the most information, and its procedures are sometimes very specific, depending on the product. It is humanly impossible for employees to memorize all these processes. However, they need to access them in a matter of seconds.

These are the occasions when internal chatbots come into play, and Millennium BCP opted for them.

After having an automation solution that did not meet their objectives, they decided on the value proposition of the platform. In a few months, the chatbot called MAX achieved interaction automation of around 80%.

Another advantage this solution provides is the possibility of forwarding to a human assistant when the chatbot can’t answer -accessible through the Live Chat tool of the platform, where it can serve several users simultaneously.

Still, MAX’s team says: “It may not know the answer today, but it will tomorrow.” And they say this because, with total autonomy, they can change and add content to the chatbot and make it available immediately.


A solution like allows your institution to have an efficient Contact Center available 24*7. Whether by website, Facebook Messenger, or WhatsApp, be present in the digital channels where your customers are.

Also, optimize the work and workflows of your Customer/Employee Support teams. Automate simple, frequent and quick-solving requests, and leave the more complex ones requiring more detail to your assistants.

With a user-friendly and intuitive platform, you can parameterize the use cases you want in a few minutes and evolve them over time without needing an IT team.

You can also integrate the platform with the systems you already use in your company.

According to Juniper Research, until the end of 2022, about 90% of banking industry interactions will be automated.

How is your journey? Contact us and discover in practice how far can banking chatbots go with platform.

Understanding the ROI of intelligent chatbots: Turn your Customer Service into a high-performance machine

Understanding the ROI of intelligent chatbots

The amount of investment is possibly one of the most decisive factors when you evaluate the implementation of intelligent chatbots in your contact channels. But, for an assertive analysis, it is also crucial to consider the gains you will make using Artificial Intelligence solutions to automate and optimize your Customer Care services.

In this article, we tell you what ROI is, how to recover what you invested, and much more to turn this area into a high-performance machine.

What is ROI?

ROI (Return on Investment) is a financial metric commonly used to evaluate the probability of getting back the value invested. In other words, it tells us the gain or loss concerning the investment results.

In this case, ROI is calculated based on the investment made to implement a chatbot in your company – either for employee support or customer support.

There are several types of chatbots. However, those that use Artificial Intelligence are the ones you are interested in because they can mimic natural conversations, identical to what two humans would have.

This fact alone is already one of the gains of these solutions because nobody likes to waste time and much less have conversations that don’t respond to what we want. So if we invest in an innovative solution, let it be efficient!

Intelligent chatbots are conversational robots with Artificial Intelligence. Simply put, they are robots that can spontaneously interact with users thanks to Machine Learning and Natural Language Processing technologies.

How do intelligent chatbots help you save?

Chatbots are known for optimizing companies’ services since they easily automate simple programmable processes. Namely, answering frequently asked questions or doing repetitive tasks, such as providing a second copy of certain documents.

Here are some factors that help you improve your Customer Support services:

  • Digitization Increase

With technological evolution, society is updating its likings and skills, and because of these factors, it’s becoming more demanding.

A company that doesn’t keep up with the digital age and its customers’ preferences will be easily outgrown by competitors.

Organizations that offer new and dynamic services, such as intelligent chatbots, enabling customers to quickly and effectively get what they are looking for from any place and time, are undoubtedly at an advantage.

Furthermore, according to a study by Insider Intelligence, about 40 % of users worldwide prefer to interact with chatbots rather than agents.

  • Automated Interactions

If you analyze the interactions in your Contact Center, you’ll find that most of the questions your agents solve are very simple and easy.

However, the time customers wait to be assisted and get an answer are two negative points for customer satisfaction.

By automating the most common interactions with intelligent chatbots, you instantly see an optimization in your team’s workflow, who can devote their time and effort to solve more complex situations.

According to Gartner, by 2025, companies implementing a multichannel platform with AI for Customer Support will increase their operational efficiency by 25%.

On the other hand, your customers will be much more satisfied because they get their questions answered on the spot.

  • Self-care channel

One of the current trends is to offer customers self-care solutions. That is, solutions in which they can resolve their issues autonomously, without a company representative’s intervention.

In fact, according to the Harvard Business Review, about 81% of all industries consumers first try to resolve their issues on their own before speaking with a brand representative.

What can you gain with the platform?

Our vision is that not a single customer’s query should stay unanswered, and our mission is to help you get there through our AI solutions.

We help you implement intelligent chatbots in the instant messaging applications you prefer (Facebook Messenger, WhatsApp) or your website.

If email is a channel that also needs a push, we can help with that too!

Our email bots analyze, categorize, request information and documents when necessary, and route requests to the specialized handling departments in the subject matter. This routing significantly reduces response times and boosts your Customer Service.

We can also further optimize your contact channels with voice bots. Just like email bots, they collect information to finalize requests, saving your contact center assistants much work.

With solutions and technologies, you can:

  • Optimize the workflow of your employees by setting up the bots to handle the most common interactions;
  • Increase customer satisfaction by decreasing waiting times;
  • Increase the accuracy and response efficiency of your services through an easy-to-use platform that allows you to enrich the bot with new questions and answers and make any changes you want autonomously;
  • Potentiate the generation and conversion of leads through customizing and sending certain information to specific users, be it promotions, campaigns, or others.

On top of all these factors, you have, on average, a three-month payback on your investment (ROI) after the solution goes Live. That is, three months after your customers are using it.

How is ROI possible in 3 months with intelligent chatbots?

That’s right! You can recover the entire amount that was initially invested after three months.

You will find that once your customers see that you can handle their issues so quickly and efficiently, they won’t want anything else!

Productivity increases, and agents can begin to take on more strategic roles and respond only to complex situations. They become true No-Code Data Scientists since, for instance, they can “teach” the bot what it previously didn’t know with no external assistance.

After an implementation period of 4 weeks, on average, your chat solution will be ready to start interacting with your customers.

In this initial phase, together with the team, the knowledge base of your intelligent chatbot is created and maximized so that it can answer all your clients’ usual questions.

Nevertheless, for cases where the chatbot doesn’t know (yet!) what the best answer is, you can refer to Live Chat, where your Contact Center agents will be available to answer.

Don’t wait around and learn how your Customer Service can be optimized and get ROI in 3 MONTHS! Ask for a demo today!