Expert commentary: “When using robotic calls for a bank

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Robotic calls as an alternative to bank call centers The first tool that any bank must have is robotic calls that can replace real call center operators. A voice robot simplifies the receipt of financial services, provides high-quality remote service and a quick solution to most typical issues. Due to this, the bank can reduce the number of call center employees and reduce the costs of maintaining this department, while simplifying the client's interaction with the company. , it is very important to provide the client with the opportunity to contact a live operator without going through a complex and confusing labyrinth of an answering machine. Imagine that a person has lost a card and needs to block it. In such a situation, you need to get the service as quickly as possible.



Even 10 minutes in such a case is a real uk phone number list disaster. It is precisely complex conversation scenarios that create a mostly neutral or negative impression of robotic calls in clients.” Voice robots for banks solve several problems: make automated calls for advertising purposes; notify about the next loan payment, amount, payment methods; inform about the readiness of the card for issue; answer questions from the user, who asks them himself or by means of tone dialing. ­ Read also : " How and why to automate the work of a Russian call center " For each customer request, you can think of a specific scenario where the robot will voice pre-prepared answers, and in difficult cases, forward the call to a live operator. For outgoing robotic calls, it is especially important that the robot sounds as natural as possible, because this reduces the likelihood that the client will hang up on the first words.



Please note: When using robotic calls, it is important to maintain a balance between the work of live operators and the voice bot. The methods of receiving services should complement each other, and then the bank will be able to provide truly good service. SMS-mailing as a tool for advertising and remote banking services SMS messaging can be used to set up comprehensive remote banking services. Messages allow you to inform clients: About mandatory payments. The client is reminded via SMS about the approaching loan repayment date, payment amount, payment methods, late payments, and accrual of penalties. Many simply forget about the date, and a reminder helps reduce the number of late payments and not lose the loyalty of customers who will be outraged by the accrual of penalties. You can also remind about the expiration date of the card and notify about the readiness of a new card for issue, indicating the address in Russia where to receive it.