About the company
- Company name: BNF Bank
- Major financial service bank
- Offers banking services for individual and business clients from a network of retail sectors and business banking centers
- Based out of Malta the bank has 12 retail branches with plans to continue expanding after winning Malta’s bank of the year in 2020.
Business goals
BNF was seeking improvements to its customer support systems. The BNF bank handled the majority of its customer service enquires through manual support and this was leading to long holding times and long response rates. As a result of their lagging service times, it was growing difficult for BNF to keep up and continue its expansion.
- Wanted to better manage its customer service interactions to focus on branch expansion.
- Required a digital solution for enhanced customer experience
- Needed customer service to answer questions throughout non-working hours when no agents were available.
Solutions
EBO was able to create a custom Virtual Agent named Becs that was able to manage a wide range of customer service processes for BNF. The bespoke AI system was built to answer customers on a 24/7 basis and through the company’s facebook messenger as well as through the website.
- The AI system offers continuous learning and a language library that improves with workflows. EBO engineers continually offer performance reviews to improve customer service.
- The AI system improved customer lifetime value and remembers customer preferences
- Deeper results for analysis of services and easy backend edits.
Results
After implementing the AI systems, waiting times are reduced and customer service hours are reduced as well. BNF is able to apply more of its working hours towards its expansion efforts and keeping employees on hand for complex tasks.
- After 3 months the system handled hundreds of conversations, reducing wait times, improving customer satisfaction and saving company resources.
- Digital-savvy customers are more likely to join into the bank
- BNF reduced costs across the board on their customer service hours and is able to improve their expansion efforts.
Testimonial
MARK MICALLEF, CFO, BNF BANK
“We are at a pivotal moment in the banking sector. Digital-banks are on the rise with savvy cross-platform services that challenge the nature of our industry. At BNF we pride ourselves in being adaptable and ambitious, as we forge lasting relationships with customers through tailor-made products and services. Most importantly, we listen to their needs. We are investing in technology that helps us get closer to the community that we serve, offering improved customer experiences. We’ve chosen EBO as a partner to support our journey of incorporating Artificial Intelligence into our core business offering”.
