Using Virtusa’s Effective Virtual Agents Solution
One of the world’s largest global banks implemented a conversational AI solution to enhance customer service. To help further automate the consumer banking business functions, they developed over 200 actions for the chatbot feature. Upon analyzing the solution, they discovered the chatbot had less than a 15% containment rate. Customers were abandoning the chats and eventually stopped using the LiveChat portal.
We determined that the conversational AI didn’t understand the customer issues well enough to provide the right solution by assessing the current chatbot feature. To address the problem, Virtusa:
Adding context to the chatbot feature helped the bank:
Learn more about Virtusa’s Effective Virtual Agents Solution