Tag: blog

Atlantico Europa's Chatbot Speaks English
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Atlantico Europa's Chatbot Speaks English!

A.L.I.C.E. (Atlantico Live Interactive Chat Experience) - Visor.ai's solution at Banco Atlantico Europa - now has automatic translations and speaks English.  

In 2019, Banco Atlantico Europa implemented a chatbot powered by Artificial Intelligence on the website and the MY ATLANTICO app. The goal was to get closer to customers. So, they offer a simple, convenient, and fast service, available 24 hours a day. The chatbot answers most questions related to managing users' financial life.

The attractiveness of Portugal as a country to live or invest in by foreign citizens has increased exponentially over the last ten years. This growth has led many people to look for a support bank in Portugal, and the choice has often fallen on Banco Atlantico Europa.

Every day, potential foreign clients are contacted via chat and written in English. A.L.I.C.E understood the request or question but answered in Portuguese. This is no longer the case, and now it has the possibility to answer in English.

What once could keep customers away now has a solution that helps both the bank and users. Because it allows mutual understanding and better customer service.

A.L.I.C.E's Latest Improvement

The latest upgrade on Atlantico Europa's chatbot allowed A.L.I.C.E to speak another language. With the bank's collaboration with Visor.ai and Unbabel, the bot knows that it isn't interacting in Portuguese and answers in the language in which it was contacted. This facilitates communication and makes the bot multilingual.

According to Vasco Pedro, co-founder and CEO of Unbabel, "Today, customer satisfaction is at the top of the list for companies. Being able to serve customers immediately in their native language represents a great competitive advantage".

Visor.ai's solution thus offers the possibility of translating interactions into other languages quickly and intuitively. Through the API integration of the Unbabel translation tool, it becomes even more complete, allowing companies to improve their chat communications.

If you wish to have automated customer service with integrated translation, contact Visor.ai.

Back Office - Visor.ai platform
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Back Office: Get to Know Visor.ai's Platform

Visor.ai has grown and, based on this growth, we have presented several success stories. Our automation solution helps customers to achieve optimal results. So, we thought it was time to get you to know it better. Let you know how the Back Office platform works and what makes it so accessible!

The Back Office (BO) corresponds to the human and software part that does not contact customers. Some features we constantly stress is that it is low code and you don't need any computer skills to use it. Therefore, anyone can use it without problems.

Shortly, in the BO, you can build the chatbot's interactions. You can analyze data and build a knowledge base. As well as customize your communications (what appears to the user when everything is live). You can create and check how your chatbot responds to your customers.

Visor.ai's Platform

On this platform, you customize your chatbot. You can streamline interactions with the client without them being just basic text answers. Of course, your knowledge base will already be defined at this stage. It is built at an early stage. It is a joint co-creation process between our team and the client's contact center team.

For your bot to perform at its best, it must meet three requirements: enrich the database, integrate it into your platforms (website or apps), and train it regularly.

How to Launch a Successful Chatbot

The first step is critical. Think of your chatbot as a house. For it to stand, it is imperative that it has a good foundation. This is exactly what you will do with your virtual assistant. You will give it the foundation it needs to stand upright. You'll have to feed it with the questions and answers that your contact center deals with daily, knowledge intrinsic to your sector (such as concepts and expressions that your company uses), among others.

The second step is the official launch of your company's communication channels. Before being launched, Visor.ai was concerned with having a customer-centric platform. That is, the platform is designed according to the feedback from our clients, adapting it to their needs. With the launch of the chat, you can complement your database and take metric information from the procedures and more regular issues of your customers.

The last step to get your bot working properly is maintenance. From the interactions you will have with the public, you will be able to analyze the questions that your virtual assistant was able to answer successfully, those who had doubts, and those who did not know. Many times, when the chatbot doesn't know how to answer it is because that question doesn't exist in the database. In our platform, you can add it easily using the training block.

Implementation Time

On average, with Visor.ai, the entire bot implementation cycle takes 6 weeks. In the first two to three weeks, the creation of the first knowledge base begins. This information is used if the client already has conversation scripts or some kind of list of client questions. If they do not have or want to speed up this phase, they can use Database templates created by Visor.ai. At the moment, there are templates for the banking and insurance sectors.

In the remaining weeks after the creation, Visor.ai gives training to the teams working with the Back Office. At this time, the clients complement the existing database and make the final adjustments for the official release of the bot.

Although this process is very accessible, our clients are always supported by the Visor.ai team, having all the necessary help at any time.

Valuable features

Another added value of our platform is the ability to send information or advertising campaigns to your customers privately and more generally. Imagine that you have a special campaign for a group of customers who are interested in a particular product. On the Visor.ai platform, you can also send a message/campaign just for them besides defining that specific group.

 

If you want to know more details about our platform, don't hesitate to contact us!

 

Baby Boomers Master the Usage of Chatbots
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Baby Boomers Master the Usage of Chatbots

A few years ago, we might have thought that the Millennial generation was ahead in technological terms, that it was born with mobile phones in its hands, and that it was much better suited to those kinds of tools. But it didn't take long for their parents to catch up. Now Baby Boomers are the ones who dominate the usage of chatbots, against all expectations.

Baby Boomers Appreciate Chatbots More

Studies show that Baby Boomers (people born between 1946 and 1964) are more likely to value chatbots than Millennials (1981-1996). In everyday situations, they consider interactions with chatbots welcome to solve situations or get information quickly.

These good reviews can be related to the frequency of contact with "grown-up" companies (insurance companies, banks, etc.). People leave home later and later (between the ages of 26 and 29) and leave it to their parents to deal with these problems. Thus, the two things can be interconnected: the frequency of interactions and the good attendance by the virtual assistants.

Potential Benefits of Chatbots according to Baby Boomers and Millennials.
Source: 2018 State of Chatbot Report

Baby Boomers and Millennials value different parameters. The elders favor quick answers to simple questions (64%) and quick problem solving (46%). The younger ones prefer 24/7 service (66%) and good customer service (45%).

However, both agree that conversation bots facilitate communication. Even in cases where questions are more complex, they can answer the request in detail.

Always saving time

Virtual assistants are increasingly part of our daily life, and this is due a lot to the faster communication process. The consumer has no time to waste, and sometimes the conversation with people can be time-consuming.

According to Newvoicemedia, the waiting time for phone calls is 11 minutes, more than double what people are willing to wait for. With chatbots, the waiting time is about 45 seconds. Yes, seconds!

This data is very positive for companies because it guarantees them that it is a good option to implement chatbots in their media, valuing their service to the public.

Not just any chatbot

You have to pay attention to the kind of chatbot that you implement because nobody wants a quick response that doesn't make sense. It is important to have a conversational bot that has artificial intelligence and natural language knowledge to be as efficient as possible and not make anyone waste their valuable time.

That's why Visor.ai's chatbot is a great option. It offers a 24/7 service, with an average response efficiency of 70%. The service of your company increases because it answers intelligently and quickly.

Consequently, your customers are much more satisfied. Therefore, Visor.ai facilitates your communication and interaction processes whatever the generation of your target audience.

Contact us, and we will be happy to help you!

e-mail bots
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Visor.ai's new solution: email bot in action!

As you know, Visor.ai automates communication processes between companies and people. We started with the chat and now comes the emails!

Until now, we focused on the implementation of chatbots in the most diverse platforms (website, Facebook Messenger, WhatsApp, etc.). This helps the companies on having fewer phone calls and more efficiency of assistance. Most business contacts are about simple solution issues that can be easily and automatically answered by chat.

As well as the chat, Visor.ai's new solution focuses on the automation of incoming emails, using Artificial Intelligence. The companies receive mostly emails about updating customer data or reporting situations. Some of these actions could be done through chat, but this fails when it concerns reading attachments.

Technologies used

So, we use the Optical Character Recognition (OCR) technology to read proofs. This allows the reading of characters from an image. For example, a person has had a car accident and sends an Accident Mutual Statement to the insurance company. This system can recognize the accident report template and save its information.

With this automation and Artificial Intelligence, the system reads the entire email (subject and attachments included). The email bot responds and/or forwards to the responsible department to follow up on the request. If the client does not send the necessary documents or only part of them, the system automatically requests the missing information. This way, work is simplified to human assistants. It spares them these interactions and delivering them only the final request with all the related documentation. In turn, people have a faster and more efficient response to their emails. 

The email bot, like the chatbot, is easy to implement. It can be seamlessly integrated into your customers' mailbox, such as Outlook or Gmail, or into more complex options, such as Salesforce. 

So, if you want to know more about this new option, please contact us at info@www.visor.ai.

Can virtual Assistants Save Relationships
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Can virtual assistants save relationships?

Gartner predicts that by 2020 we will have more conversations with virtual assistants than with our partner.

In a world where technology keeps growing, virtual assistants (also known as chatbots) are increasingly present in our lives. They help us to clarify doubts, research information and perform various tasks according to our tastes and needs.

Our standards of interaction are changing. We are in an era where everything has to be immediate and short answer and sometimes talking directly to a person can be the opposite. Conflict and discussion can lead to disagreements and the plan you had thought of goes down the drain.

It is in these situations that chatbots can be our best friends and "save" some confrontational situations that may arise. Imagine that you want to prepare dinner, you don't want to face your spouse's indecision, but you have no idea what to do. With a simple question to your "pet chatbot," you can decide it in seconds.

The facilitators

The above situation may seem distant, but believe me, it is not far from reality. Our virtual friends are increasingly prepared to answer questions like this. We give them access to our home, our routine, and our surroundings, and soon they will become authentic diaries of our lives.
By being able to access our daily life and, in this case, our relationship, they will take all aspects into account when answering and this may facilitate many situations.

The same happens in the companies that work with Visor.ai. They implement chatbots in their communication channels (chat, email or voice) so that the answers to their users are immediate. The clients also have the advantage of being alerted about new campaigns. You can see below an example*.

If you also want to facilitate situations in your company and the daily life of your customers, Visor.ai's solution is ideal for you. Contact us through info@www.visor.ai.

*The case presented is a merely illustrative example, being a more detailed process in real cases.

Visor.ai helps FOX to have the biggest advertising campaign ever
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Visor.ai helps FOX to have the biggest advertising campaign ever

FOX Networks Group (FNG) challenged the Portuguese people and they made themselves heard like never before thanks to the communication channel powered by Visor.ai.

At a time when technology rules, traditional media have to reinvent themselves to adapt to the demands of their consumers. This is what happened with FOX's "Estreia-te" campaign, launched in September 2019.

The entertainment group knew it had to reach its viewers. So, it used all kinds of platforms to advertise the campaign (billboards, television, Youtube and other social networks). FOX relied on the partnership between Nossa™ and Visor.ai, and through WhatsApp reached numbers never before expected.

Visor.ai's solution focuses on facilitating and automating interactions between companies and customers. For that, it uses the most different ways of communication, using Artificial Intelligence.

It was with the implementation of Visor.ai's system - in FOX's WhatsApp - that the campaign achieved results above those expected.

In sum, the objective of this campaign was to interact with the viewers and from there come out new voices to promote the programming of the channels belonging to FNG, at a national level. To this end, participants recorded audio of their voices and sent them via WhatsApp.

The Numbers

At the end of its campaign, FOX recorded an average of 1000 audios per day, making a total of 60,000 submissions from tens of thousands of fans on the different FOX channels. This achievement made the campaign the largest ever in Portugal.

The group's channels now have 14 new voices, female and male. "Our purpose has always been to break barriers. From high or low voices to the most charged accents from North to South of the country, without forgetting the islands. This initiative has shown that television can, in a very interactive way, be a means of inclusion and celebration of the differences that so much characterize us and make us unique", said Catarina Barradas, Marketing Director of FOX Networks Group Portugal, to Marketeer Magazine.

If you want a campaign as good as FOX's, contact us.

Best Bank revealed its successes with Visor.ai's solution
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Best Bank revealed its successes with Visor.ai's solution

João Lourenço Cabrita - leader of the Innovation and New Partnerships team at Best Bank - was one of the speakers at the 1st edition of Insights by Visor.ai and revealed some data on the success of BEA.

He spoke about his analysis of the future and the trends in the positioning of companies in relation to technological evolution.

The Visor.ai solution

Finding the best long-term investment option is one of the interests of Best Bank clients. Hence the partnership between the bank and Visor.ai, more specifically BEA.

This virtual assistant uses Artificial Intelligence and automation processes. Therefore, it is a great solution to find, maintain and recover clients online. Additionally, it produces personalized interactions based on user information, such as the language it uses, among others. This information is beneficial for both sides (user and company). For the user, because it has a personalized service, designed for what you are specifically looking for. And for the company, because it has a richer database, which improves and perfects the company's communications. Having said that, there are no more difficult conversations with technical language.

Efficiency

Despite the thousands of contacts that BEA generates per month through Banco Best's website and Facebook Messenger, João Cabrita says that he and his team don't dedicate more than 10 min per day to it. Even with the 26 thousand product combinations and the direct sale of insurance for devices, BEA's current efficiency rate is 82%. In other words, it has the capacity to respond without requiring human intervention.

BEA comes up with the goal of reinforcing interactions with the bank and providing assistance and access to information to clients who are interested in investing and do not know how to do it.

The Best Bank assistant responds to these requests and many others. She uses complex metric extraction to find the most suitable options for her users.

Customer-centered Era

The leader of the Best Bank Innovation team says we are in the Age of Big Data and at its center is the consumer.

Companies want to win more customers, keep the current ones, get closer and recover old ones. So you need to know who is on the other side, who is buying and what the needs and interests of that person are.
This information is possible with companies' investment in Artificial Intelligence. The answers and solutions are in the clients and it is with them that one has to learn.

Big Data with Simplesurence AI plays a key role in helping companies understand the world more easily and solve their customers' future problems.

People have different ways of exposing and seeing the same problem. Sometimes, the same can have numerous solutions, able to meet the expectations of each. In turn, different issues can have the same solution. This is where the solution with AI comes in, enabling process facilitation.

Digital disruption

The world is constantly changing and today's behaviors, habits, expectations, and needs are different from those of tomorrow.
In the eyes of João Cabrita, digital disruption is everywhere. It is no longer connected to basic actions, like accessing our bank account via mobile phone. But rather, to actions like our fridge to make an evaluation of its interior and buy what is missing (through automatic e-commerce connections). We have to follow and promote these changes derived from digital evolution.

The event speaker advises companies to understand what role they want to play in this change. It has everything to do with the experience that is offered to the customer and, for this, it is important to have agility in adapting the services. The challenge is how to make everything simpler and more immediate for the client.

Companies need to get closer to their customers online and be available at any time. However, it is not only the channel that matters. On the contrary, the important thing is to be where the customer is. Whether it's by calling, message, in person.
For João Cabrita, it's all about what's positive for the client. Each person has their own personality and this deserves to be valued.

If you want to have a successful solution like Best Bank, contact us!

Our technology company starts a New Year with a New Office
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Our technology company starts a New Year with a New Office

Our technology company is growing and has new facilities since January 10, 2020!

At the beginning of 2019, Visor.ai had seven employees and 40 square meters (on the second floor of Beta-i Hub in Lisbon). These dimensions were enough until the moment when it began to grow. At the end of the year, we more than doubled the number of the team.

Even though we are twice as much, our technology company wants to continue to grow and we are currently hiring for some new positions. Like, Web Developers, Artificial Intelligence Engineers, among others.

Faced with this sudden growth and with the desire for expansion and the need to answer better and better to customer demands, we searched for alternatives. The one that best fitted was to occupy the entire fifth floor, in the same building.

The new space maintains an excellent location in Picoas (in the heart of Lisboa) and is able to continue supporting the growth of our amazing team.
We now have 200 square meters (five times more space!) - meeting room, living room, and pantry included - and 18 employees. Also prospects of increasing the team, the product, and customer satisfaction.

So... We are glad to present to you the new address:

Avenida Duque de Loulé 12, 5th floor
1050-007 Lisbon

Come visit us!

[embedyt]https://youtu.be/vVJy9T6m0GM&rel=0;loop=1[/embedyt]

…and they asked us: “Can we do more?”
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Automation and AI: Trends for 2020

Automation and AI: Trends for 2020 by Gianluca Pereyra

Our co-founder - Gianluca Pereyra - was one of the speakers at Insights by Visor.ai event and he went back a few years to explain who we are, how everything started and where we want to go whilst automating communications between companies and people.

Lisbon City Hall case

The year was 2016 and the Lisbon City Hall managed to open to the public a set of challenges the organization itself had and was trying to solve.

One of the challenges that drove our attention was that Lisbon City Hall wanted to improve the relationship they had with Lisbon citizens. Their contact center dealt with innumerous repeated interactions through email, phone calls and social media – out of curiosity, Lisbon City Hall Facebook page has nearly 500k followers.

We understood the problem and tried to analyze which questions were arriving at the contact center and what made people come and talk to Lisbon City Hall. What was the conversation about?

So the first step was to automate and drive the contacts to the right channels. For example, contacts about the promotion of events were forwarded to the Marketing department and people who wanted to complain were directed to customer support.

What started with just a conversation has become a business with more than 20 use cases delivered

They were very satisfied with the results and they asked us: “Can we do more? Is automation enough? What is the automation you’re providing us?” From Wikipedia ‘automation is the technology by which a process is performed with minimal human assistance’ and you don’t need necessarily to apply AI in automation. We automated the conversations and the question came: “Now, can you give an answer to the people living in Lisbon? Can you go a step forward?”. 

The answer and simultaneous question that come to people's minds is “AI” and “What is AI?”. ‘AI is the development of computer systems able to perform tasks that normally require Human Intelligence’ (The Oxford Dictionary). We are talking about text recognition, image recognition, and speech recognition and how to apply AI to the real world.

From the different AI branches that exist, we took on Machine Learning and Natural Language Processing for Portuguese in Portugal to help Lisbon City Hall to speak better with the citizens.

What started in 2016 with just a conversation with Lisbon City Hall has turned into more than 20 use cases delivered over the past 3 years.

Trends to 2020

What are the trends for 2020, what will we see in companies willing to embrace business technologies regarding any sub-branches of AI?

We will find more companies ready to receive AI solutions. That means that we will have a well-established person in the company that takes full ownership. Furthermore, people are more and more receptive and capable of talking and understanding innovative AI solutions. And even though the legacy systems for the new technology not always simplify the integration process, banking and insurer are a good example of how this reality is changing (for example, Banco Best and Tranquilidade.)

Now, where will it be applied?

There are four different points that every big company that sells services or goods has: 

  1. Acquisition
  2. Retention
  3. Profitability
  4. Optimization

Acquisition means increasing the number of new clients. Retention stands for ensuring and providing for the needs of the client through customer support. Profitability is the increase of the revenue that a client generates by understanding different patterns along with the clients and see where they can upsell through machine learning. And optimization is wanted for all the companies that have a lot of volume in operations and need a well-oiled structure.

We also know that AI solutions require some maintenance. So, as a 2020 trend, we would like to include our efforts to try to decrease this gap by having more low data maintenance solutions.

Bots

Where are your clients? Where are the people you need to talk with?

Chatbots

The website is usually your business card. Clients arrive there and they need to understand the information they see. They might need to talk to someone and you have to give them the opportunity to do it. It can be a chatbot, but also an email address or a phone contact, but you need to be ready and available to the people who already show interest in what you’re doing.

Website chat is an option, WhatsApp as well. Visor.ai already works with banks that want to use WhatsApp to make transactions. They chose WhatsApp because they realized that their customers use this channel more than any other. You have to understand where your clients are and where to connect with them.

Email Bots

Emails have been here for a few decades. When it comes to sharing documents, email is one of the preferred ways. How can AI be used in emails?

Emails often come with lots of paragraphs, lots of text, so it’s not necessarily easy to give a direct answer. By applying AI, we try to understand the subject or pattern in emails. This way it can be directed to the correct department or, if it is detected that some information is missing, it is automatically communicated and the client can reply with the required data or document.

Voice Bots

When it comes to voice assistants, as long that the input is well received, it’s possible to answer through voice to a question. For instance, there are very big companies with a very good job of voice recognition. We’re talking about Google Assistant, Alexa or Siri that have hundreds of engineers working on speech recognition.

So, what they are doing is opening their virtual assistants for apps to be integrated there. That is to say, because people are using more and more the voice assistant. 

First, in order to interpret the text, the noise needs to be removed. As a result, there are a lot of companies working on that part too. Then, the voice bot transforms speech to text. The text is analyzed and answered out loud. 

Can we talk about empathy?

Usually when you want to see innovation in technology, and in this case, AI branches, first you need to see Asia. In fact, they do everything there but sometimes European are not aware because probably it is not in our scope. 

In Asia, they are testing the behaviors and feeling recognition by trying to teach children remotely. They put cameras in front of the room and analyze the children's faces. The teacher, in the distance, receives real-time information about the students. Which is playing with the phone, which might be showing faces of confusion and who’s most engaged? To sum up, all the different pattern recognition, so the teacher can then intervene at the right moment. Once again, an empathy bot future is all about learning to recognize different patterns in a crowd.

Visor.ai Chatbots has a Lead Generation Rate of 10 in Tranquilidade
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Visor.ai chatbot has a lead conversion rate of 10% in Tranquilidade

Insights by Visor.ai Talks

Last Wednesday, the three-year-old company specialized in AI chatbots organized their 1st edition of Insights by Visor.ai. With tickets sold out, the event focused on sharing real business cases and experiences of some of the main references in innovation and transformation companies.

Tranquilidade case

We invited Teresa Santos and João Luís Marques from Tranquilidade to speak at the event. During their presentation, they revealed the advantages that the Visor.ai chatbot implementation offers to the insurer and its employees. From offering alternative channels to customers, to the automation and optimization of processes, to increase sales. 

Within two weeks, the Visor.ai chatbot joined the Tranquilidade team as another valuable member. Since then it's easier to change and improve its' responsiveness, functionality and specificity. The initial average of 290 chatbot users per day is now 1000. Automatic conversations have approximately 70% response efficiency, where human assistance was not required to fulfill the request. And the highlight is the commercial lead conversion rate of 10% since the second month of 2019.

Next year, Tranquilidade wants to surprise the world with all its new projects. New improvements and innovation to services and user experience. Tranquilidade WhatsApp with the incorporation of the Visor.ai chatbot. A new, more practical, higher expectations channel to communicate with the public.

On Spot Net and Visor.ai's partnership

Miguel Tapada from On Spot Net, a brand activation agency, is trying to eliminate the gap between communications and sales. The sales processes take place mostly offline and information is often not available to companies. Also, a guest speaker at the event, Miguel Tapada, highlighted the importance of personalized marketing. A specific person receives a specific message at a specific time, with the analysis being performed individually.

Since 70% of the Portuguese population uses text messages in their daily lives, one of the greatest bets in Marketing is the application of AI. Two and a half years ago On Spot Net joined Visor.ai to work on their first project together with Heineken as a client. They gave answers to the challenge one of Heineken's promotions faced by incorporating a Visor.ai chatbot capable of reading coupons and automating the awarding of prizes. Visor.ai chatbot has, in this case, an efficiency rate of 60% which is not higher due to a requirement for human validation. Note that implementing a chatbot is another contact opportunity, another channel that allows the company to return to the customer-initiated conversation and communicate more information about this or other promotions.

Miguel Tapada also shared data on the most recent project with Compal, which once again had Visor.ai's partnership. In a single month, there was an 81% of response efficiency in 2000 conversations. Only 1% needed human assistance due to the particularity of the questions asked.

The future of Visor.ai

Gianluca Pereyra, a co-founder at Visor.ai, believes that companies in Portugal are ready to receive the technological innovations they needed for years, such as APIs and web solutions.

Visor.ai's main focus now is to improve and expand its AI chatbots services, such as voice bots and email bots. This will increase customer acquisition and retention rates, as well as the profitability and process optimization for its clients.

More speakers attended the event about who we’re going to write next. Stay tuned and don’t miss our blog posts!

90 % of the banking sector's interactions will be automatic by 2022
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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 invests the most in the automation of interactions. As a result, over 90% of bank-customer interactions will be automated by 2022. Meanwhile, a more general view predicts that 80% of companies want to use chatbots.

Automation is a cost-effective strategic solution for medium and large companies. Consequently, these tools will save the banking industry $7,3 billion (over €6,0 billion) worldwide.

The data above led to the organization of Insights by Visor.ai - Automated Communications between Companies and People. The event 1st edition will take place on October 16 and starts at 3 pm (at Avenida Duque de Loulé, 12 in Lisbon, Beta-i's offices).

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 will be the speakers. They are some of the major references in innovation and transformation. Therefore, their talks will be about their experiences and the future of automated interactions.

Today, companies benefit a lot from the automation of standard interactions. Especially, regarding customer acquisition, tracking, and recovery stages. 74% of Customer Support departments report that this implementation highly improved their services. To clarify, it decreased error rates and improved user experience. The efficiency of response has a huge increase with Artificial Intelligence (AI).

Testimonials: Portuguese companies that implemented chatbots

The pioneering chatbot of Portugal’s national bank is BEA. Implemented by Banco BEST, BEA is a Visor.ai's solution. According to João Lourenço Cabrita, this type of solution is “Simple, straightforward and 24 hours a day''. The most common customer questions were summed up and, to provide the best possible answer to the questions asked, BEA uses AI. Above all, “BEA is a collaboration between customer support and product areas", he explained.

Likewise, the insurance sector also follows this trend. João Luís Marques revealed: “We quickly realized it was fast to implement, user-friendly and created value for our clients". Moreover, it opens a new communication channel and also brings the company closer to digital-savvy customers, he added.

In addition, he affirmed, “We’re ‘teaching’ the bot on a daily basis. The company can now answer more autonomously and will soon have transaction features in use. This is, for sure, a welcome addition to the company’s service repertoire."

If you want a chatbot like Tranquilidade and Best Bank, contact us!

Our Experience in Automating Banking Communication Processes
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Our experience in automating Banking communication processes

The digital transformation in the Banking industry took its first steps at the end of the 1990s. Since then, things have come a long way since then. The arrival and democratization of smartphones pushed Banking Institutions towards home banking solutions – online platforms that give users access to information and operations without having to go to a branch or ATM.

However, not everyone knows how to use this tool and they still need technical support. This is where the next stage of digitalization comes in. The introduction of automated communication processes with clients, available 24/7.

Two examples of such systems are BEA and A.L.I.C.E. Ubiquitous assistants powered by artificial intelligence (AI) at Banco Best and Atlântico Europa (two Portuguese Banking institutions).

Problems and Solutions

Picture this: you forgot to make an important money transfer and there are no ATMs nearby. Home banking might be a solution, but you’ve never used it before, and tech-savvy is not exactly your middle name. You just finished dinner, it’s past 10 pm and there is no telephone assistance available. The solution? If you’re a Best Bank or Atlântico Europa customer, you can just open the chatbot window (on the website or Facebook Messenger) and ask “How do I transfer money?”. Both chatbots will give you some options in less than two seconds. In contrast to human assistants, these AI-powered systems can answer multiple customers at the same time. You won’t need to wait interminably in a telephone queue to get an answer to a simple question.

Chatbots not only represents a way of updating customer service for banks. They are also an effective way of reducing costs. A Juniper Research study suggests that, by 2022, each interaction with a chatbot will save banking organizations 70 cents. The answering time of customer questions will take, on average, four minutes or less. Consequently, client communication processes will save time and millions of euros.

Furthermore, with each contact, the virtual assistant may suggest a new product or service based on customer activity. According to a Hubspot report, 47% of respondents are open to buying items using a chatbot. In addition, the conversion rate is highly superior to that of traditional methods, such as email marketing campaigns, for example.

Best Bank and Atlântico Europa choose us to update their customer service operations. Do you want to know what we can do for your company? Contact us via info@www.visor.ai and let’s start working!