EBO’s AI Redefines Customer Service Excellence at APS Bank

As a global Fintech leader, Exinity is dedicated to providing innovative trading and investing solutions tailored to our clients’ diverse needs. When we sought to enhance the efficiency of our customer service operations, we needed a solution that could integrate seamlessly across all communication channels while maintaining the highest standard of customer engagement. EBO has been a true partner in helping us achieve this vision. EBO’s AI-powered Virtual Agents have transformed how we interact with our clients, managing over 45% of customer chats across multiple languages and platforms. The results have been remarkable – not only did we meet our 12-month goal in just three months, but we also significantly reduced operational costs and improved response times.

EBO is a fantastic supplier to work with, they are hands-on and very supportive. They become part of the project team and take on activities to ensure tasks are completed on time. I have really enjoyed working with EBO. They are a pleasure to work with. No problem or question was ever too much. They were very patient and responsive to all queries. They take their time to talk through the solution and actively work with you to find solutions to workflows that fit our 
organisation’s needs.

At APS Bank, improving the customers’ journeys is integral to the success of our business strategy. We’ve been by our customers’ side since our foundation in 1910, and the project with EBO has allowed us to leverage the power of AI, in keeping with our mission, to make the banking experience simpler and more personal. Our customer-first approach, coupled with EBO’s wealth of knowledge in customer engagement automation, enabled the Bank to offer 24×7 assistance on our recently relaunched website. APS Bank’s Digital Innovation and Voice of the Customer Teams worked as one with EBO to reach our business goals with a strong focus on secure technology deployment and excellence in data science, while enriching our customers’ experience.

If a solution like EBO is implemented across the NHS, it can revolutionise access to maternity care for the majority of service users. The point is to release capacity in Health systems by using innovation and technology that supports that.

At GasanMamo, we’ve been in business for over 70 years. In this period, we’ve seen the rise of many exciting new technologies that are aligned to our core belief: that of constant improvement. However, none of these have been as radically transformative as Artificial Intelligence and automation. We believe that AI will provide a better service to support our customers and will transform the digital journey they will take with us. We’ve chosen EBO as the solution provider to help us with this next step.

Working with EBO is like ‘a breath of fresh air’. They have a deep-seated ‘can-do’ ethos to delivering successful solutions and our collaboration functions as a true partnership. The EBO Virtual Assistant is a new technology for us with great potential as it integrates directly with our Electronic Patient Record. We initiated a pilot with EBO on e-Consent and are already lined up for rolling out pre-assessment and appointment modules.

The experience of working with EBO on our Virtual Assistant has been very positive. EBO and Servelec listened to our feedback and helped design AI solutions that benefit our patients by providing an alternative way they interact with the trust.

I think where we really found the stress is on the admin. A lot of our service users are calling us, which means that our lines are continuously busy and admins miss some of the calls, as they are on the phone with another service user at the time. It means that people are trying to get in contact till the late evening when the services are closed. It really opened up our eyes to see that there are other ways our clients can communicate with us and there are other ways that we can communicate with the clients. It actually works for them.

Our booking officers absolutely love our Virtual Assistant Alex, since it does the legwork and they can focus on the patient. Over the last six months, Alex has helped save 24 hours of staff time every week. Our callers come from diverse cultural and linguistic backgrounds, so we worked with our communication to make sure Alex understands all our patients and the different ways they communicate.

EBO is a trusted partner of Microsoft, because a lot of what we see with thousands of customers that we work around the world is very much aligned with EBO’s mission and vision. They empower caregivers; they empower administrative staff, and they empower patients to have better access to information. 84% of Healthcare Executives believe that AI will revolutionise the way we obtain information.

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, 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.

Insurance companies are at a pivotal stage of the industry’s development. AI technology is starting to disrupt the orthodox nature of business processes. MAPFRE Middlesea is a customer-centric organisation and we continually seek new and better ways to serve our customers. We’ve chosen EBO as a partner to help us adopt innovative technology that allows us to scale and deliver services more efficiently and effectively for our customers.

We love the results! As a data-first company, working with our Virtual Agent Claire has helped us increase productivity, cut running costs and achieve positive levels of customer satisfaction. We have reduced customers’ waiting time and automated entire workflows to provide a quick resolution to specific customer queries.

It is indeed a pleasure to work hand-in-hand with EBO in developing our AI profile and competence. Apart from providing excellent technical expertise, EBO has consistently supported, trained, and maintained a close relationship with all of our team whilst overseeing the development, deployment, and successful marketing of our AI platform. Such support is unique and provides us with the confidence and motivation to further develop this exciting Artificial Intelligence revolution together with EBO, and be able to provide a holistic and efficient experience to our clients.

We have a growing backlog and we have patients whose conditions are just getting worse as their appointments are delayed. We have people in the community who cannot even get their first appointment, they cannot get diagnosed and they cannot receive early treatment. Covid has accelerated our adoption of virtual appointments and remote patient monitoring, so there is some efficiency gained there.

“AI creates endless opportunities in customer experience optimisation. Our ongoing investment in technology is a strong differentiator within the mobility industry. This implementation lifts workload off our customer service centre, reduces the customer wait-time and provides a new touch-point with our clients. Booking a cab has never been easier, let alone more efficient.”

EBO is facilitating us with additional artificial resources which enable us to use our time in a better way. The dedication and professionalism during the project were outstanding and those are the key for a successful cooperation.

A modern telco looks for AI that…understands the customers to the point that it’s able to predict what they are about to ask. Secondly, that the data provided allows us to learn from each interaction. And thirdly, that it speaks to our customers in a natural way that doesn’t sound robotic at all.

Covid helped us. It helped us to develop a global understanding that people are not willing to come to the shop anymore. So, we created a process that is super sound, super safe, super digital and of course Covid friendly, and customers love it.

What I love most about Virtual Agents… (they) don’t have bad days, so you get that smooth experience. Also, they don’t get tired and they are there for your customers 24/7.

It is a lot of pressure to give the customer enough information as quickly as possible. I can see the advantage of the Virtual Agent: if it is a standard question it is good to have an answer ready in hand. The faster we get information to them, the more likely they are to continue with their application form or trading. It also puts us in a good light.

Virtual Agents save the one thing that nobody has anymore – time. And time is money. This is how we can help our Forex customers to be more agile, save money and be more profitable.

For us, an ideal solution is a hybrid model. We still would like to have human interaction when our customers can pick up the phone and call, but we also believe that Virtual Agents can be very helpful. They can facilitate specific issues and make response times faster.