Supercharging Customer Experience for Financial Services with Voice AI Technology

Customer experience will never go back to how it was pre-Covid. The pandemic has accelerated digital adoption and changed consumption habits, from on-demand video streaming, e-commerce and food delivery to digitalized services such as banking and payments. Almost everything is always available at consumers’ fingertips as 24/7 availability has become the new normal.

The rise of a hyper-connected and hyper-convenient world has also led to an exponential rise in call volumes at customer service centers across geographies and industries. As a result, businesses struggle to keep pace as pandemic-weary consumers run out of patience and want both speed and flexibility in their digital interactions.

While some of the world’s biggest brands have taken innovative approaches to meet this new standard of customer service, responding to today’s customer expectations can mean a radical departure from the status quo.

Faster, more intelligent on-demand customer support

In banking and financial services, customer support functions are oversubscribed. However, things would look very different if call center representatives could work 24/7 without fail. AI Rudder can make this vision a reality through advanced AI technology.

Our voice AI uses automatic speech recognition (ASR) and natural language understanding (NLU) to process human conversations. Our machines can receive and interpret customer intent in voice communications. Not only that, they can also respond and communicate at a seemingly near-human level of intelligence.

From payment reminders to debt collection to quality assurance, voice AI assistants can take every repetitive task off your customer support workload, thus freeing up agents to focus on more complex conversations that require a human touch.

Bringing the human touch with AI-powered voice automation

Adopting AI does not need to come at the expense of human relationships. While customers may feel skeptical about automated solutions that employ AI, the technology helps bridge fundamental gaps in delivering exceptional CX.

A voice AI solution can help companies extract precious data from incoming customer calls and existing recorded conversations. This data can provide banking and financial services companies with valuable insights that would otherwise be overlooked, and can help forecast peak demand periods based on identified patterns. Insights from AI-decoded conversations can also lead to product innovations and service optimization, making your company stand out in a saturated market.

Customer experience teams can even use real-time data from voice AI to identify and predict issues before they occur, such as sophisticated phishing scams targeting customers. By alerting your customers of potential threats, you’re instilling greater confidence that their assets are safe in your hands.

Besides improving customer experience, businesses can use AI-driven insights from voice conversations to identify gaps in knowledge across client-facing teams. This precious information can feed into training programs, helping you build a top-class customer service department.

Working with banks and financial services companies around the world

Founded in 2019, AI Rudder develops advanced voice AI technology to help businesses solve B2C communication challenges. We work across various industries, including banking and finance, fintech, insurance and e-commerce. More than 200 companies around the world use our platform to augment their human agents with our AI voice assistants, maximizing profits, efficiency and scalability.

With our voice AI solution, businesses can increase the scale, speed and quality of their customer experience while reducing operational costs. Implementation won’t be an issue because AI Rudder’s platform has an open API that makes integration and deployment fast, easy and seamless.

Change is upon us. Are you ready?

With businesses overwhelmed by customer requests during Covid-19, voice AI has proven to be a natural choice—especially in financial services and banking—to provide the agility needed to deal with the business impact of the pandemic.

AI Rudder’s enterprise-ready voice AI assistants can help you face tomorrow’s challenges today. Visit us at airudder.com to find out more or contact us to arrange a product demo.

— Kun Wu, Cofounder and Managing Director, AI Rudder

This article originally appeared in Business Reporter. Image: iStock id1049719076