Banking Virtual Agent exceeds expectations after big launch obstacles

Recently, a customer-service industry leader and big five Canadian bank, partnered with Wysdom to aid their implementation of AI-powered customer service. 

They needed a Virtual Agent that could field inquiries, be available in multiple channels, and provide exceptional digital assistance. They also wanted a virtual agent that would learn from customer interactions daily, be able to process complex tasks, and personalize experiences for authenticated customers.

The challenge

They needed to launch the Virtual Agent within three months. It needed to understand most of the user messages and be able to contain a significant portion of the user conversation to save from escalating to a live agent. The bank required a conversational AI partner that could overcome several unique deployment challenges:

  1. An extensive library of self-serve help resources existed across the company’s digital assets.
  2. Customers required differentiated experiences based on their authentication status due to the sensitive nature of the information served.
  3. The bank wanted to use website usage data and LiveChat usage data to feed into the conversational AI system.

Project goals

The approach

Wysdom’s conversational AI optimization platform includes a massive, ever-growing shared library of AI data (models, customer journey templates, intents, phrases, responses, and small talk) to make virtual agents more robust and the fastest learners in the industry. This means we can get clients up and running quickly, on the platform of their choice.

“Wysdom has plenty of experience working with complex Virtual Agent deployments and has access to a banking domain-specific generic intent library as part of the Wysdom Exchange” highlights Vinay Devanira, Virtual Agent Program Director at Wysdom. “This made it easy to set everything up for the client.”

In under three months within a highly regulated industry, we were able to:

  • Launch the Virtual Agent, which was trained on 800+ intents each in English and French. Given a head start due to the pre-existing reusable Wysdom Banking domain generic intent exchange.
  • Leverage the Bank’s website usage and LiveChat usage historical data to harvest required content and AI training inputs, which in turn reduced the Bank team’s effort to develop content.
  • Integrate the Virtual Agent with the Bank’s authentication systems to allow for an authenticated customer experience of selected topics, while also serving generic content for unauthenticated users.

The impact at launch

Results since launch

The Wysdom team continuously monitored and optimized the Virtual Agent since launch to identify content development and training opportunities based on user behaviour. Within six months of launch additional optimization gains were achieved:

Moving forward

The Wysdom team is continuously monitoring and optimizing the Virtual Agent with a goal to achieve the following KPIs by year two:

  • Virtual Agent able to understand more than 95% of customer questions.
  • Virtual Agent able to contain at least 35% of customer conversations from escalating to an Agent.

Looking to launch an enterprise-grade chatbot quickly?

We can get you up and running with a Virtual Agent in a matter of weeks, on the chatbot platform of your choice. You’ll see immediate improvements to customer service, employee satisfaction and the bottom line.

That’s real Wysdom.

Get in touch today: sales@wysdom.ai

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.