A leading IT consulting firm with a revenue of $44.33 billion is driving the digital transformation for a premier multinational bank. As part of the transformative process, one of their mandates is to deliver a superlative customer experience across digital assets. In line with this, the consulting firm developed a Chatbot experience for the bank. The Chatbot intends to answer customer queries on the fly. A key metric set by the Bank to measure the success of this Chatbot was through its utilization which practically leads to decrease in call volumes at the call centre.
Entropik’s leading emotion-recognition solution Affect Lab – an Emotion AI-powered consumer research platform – enhances UX by delivering a seamless Chatbot experience for a premier global bank. Affect Lab maximised the Chatbot utilisation in the beta stage to 21% by capturing real-time user behaviour.
- Maximized chatbot optimization in beta stage by 21%
- Inefficiencies in the chatbot conversation flow were identified and removed
- Enhanced customer engagement
AffectLab’s Usability EQ allows companies to measure and enhance user experience using its Emotion AI technologies across multiple touchpoints and digital assets.