Supercharging customer experience for financial services with Voice AI technology

 

Kun Wu, Co-founder and Managing Director, AI Rudder

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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 more digitalised services such as digital banking and payments. Almost everything is available at consumers’ fingertips as 24/7 availability becomes 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 centres 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 new customer expectations would 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 your top call centre representatives could work 24/7 without fail. AI Rudder can make this vision a reality through advanced Voice 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 respond and communicate on a near-human-seeming level of intelligence.

 

From payment reminders to debt collection to quality assurance, Voice AI assistants can take every repetitive task off your customer support’s workload, thus freeing them up 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 sceptical about automated solutions using 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 which can even help forecast peak demand periods based on identified patterns. Insights from AI-decoded conversations can also lead to product innovations and service optimisation, making your company stand out in a saturated market.

 

Customer experience teams can even use real-time data from Voice AI to predict issues before they occur, such as a sophisticated phishing scam targeted at customers. By alerting your customers of potential threats, you’re building 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 today to augment their human agents with our AI voice assistants, maximising 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 also 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.

 

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