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Julie, Customer Relations Director of a network bank, is happy to train her advisors on the complex issues they will have to deal with in the coming months, while Ada, Julie's hologram, trains new branch managers on the group's customer relations strategy. Recently, Julie set up "DO", a solution that provides a highly personalized welcome for every customer, whatever the point of contact (agency - telephone, social networks, website, Google Business message or app).
The welcome is tailor-made, interactive and warm. DO carefully qualifies the contact intent of each individual, checks the data in the CRM and accompanies the customer, hand in hand, to ensure a seamless, personalized response. The customer chooses the inbound and outbound channels, regardless of the time or availability of the advisors. This solution adapts to the customer's needs and expectations; it can converse orally or in writing. Customers can even speak to it from their connected loudspeaker. So when Tarik wants to contact his bank at 9 p.m. after putting the kids to bed, we simply answer him (it's a cloned voice) and send him the details of the answer on the channel of his choice... The best of all worlds?
Automation of Customer Relations
Since DO has been welcoming Julie's bank clients, there are no more iterations on different contact channels; everything is masterfully orchestrated, and Julie has an exact view of what is being done and said on her platform. Only 5% of requests are now directed to a human advisor. The very ones she is training.
She tells them how, as early as 2023, with the advent of generative AI, DialOnce helped them dive into personalized customer relationship automation. A very good way to reduce the load on advisors, optimize performance, and improve the customer experience... at a lower cost and (almost) effortlessly.
With a very innovative proprietary model, DialOnce was then offering powerful orchestrating bots specialized in customer relations for each sector (banking in Julie's case).
By capitalizing on internet data, DialOnce's specialized customer relations data, and Julie's customer service data, a first-generation generative bot was obtained whose performance exceeded the expectations of the time!
As early as 2023, Julie could even benchmark her results with other industry players.
Today (we are in 2030, remember ;) generative AI is not even necessary to achieve such performance anymore. DialOnce has its own reference framework, and DO is an innovative omnichannel solution; it is the unique and efficient point of contact for Julie's customer service.
