More human and efficient chatbot in the financial sector

[shuklarani621]

Several companies are looking to the benefits of artificial intelligence as an opportunity to advance in digital maturity. Gartner, for example, predicts that more than 80% of companies will use Generative Artificial Intelligence APIs by 2026 , according to news published by the TI Inside portal .

For companies that use chatbot service, for example, both topics can become an opportunity. An article published by TI Inside shows that there are at least 144,000 chatbots in use in Brazil.

In the case of our financial client, the objective was to overseas chinese in worldwide data the conversation flow through the company's chatbot, with the purpose of making the user's journey during the process of evaluating and acquiring services more human, efficient, and pleasant.

Challenges
The challenge was to understand the user's purchasing journey, the current capacity of the resource and the existing possibilities through a project to optimize and readjust interactions between machine and user, company and customer, allowing for a more enchanting experience.

The biggest difficulty was the pre-established flows, which in turn were rigid and created a mechanical and rigid appearance to the process, closer to a robot than to human service, assessed from the user's perspective.

Solution
Aiming to solve this problem, the solution chosen for the project was to replace the pre-established flows with the design of new, now dynamic journeys, even including artificial intelligence models, enabling a greater impact on this optimization.

As these flows were also integrated into the WhatsApp application, one of the most important phases of the project was to replace the integration used until then with the tool's native API (Application Programming Interface), seeking to optimize technical factors.

The results
From the technical and operational aspects to the commercial aspect, several benefits were perceived throughout the project with the updating of resources and the execution of the plan developed between the client and Lyncas. Some of them were quite significant.

For example, from a technical point of view, the solution responded significantly, allowing a large flow in the backlog, accelerating the volume of deliveries, without loss in quality, resulting in a significant impact on the productivity of the technology sector.

In the commercial approach, critical behaviors that were previously considered common, such as failures in responses due to a message that had not yet been received, have become more intelligent, increasing the quality of the sales journey.

Improvements like these maximize the quality of services provided, increase the volume of completed services and, as a result, increase sales made, directly reflecting on the customer's revenue through the resource.

A success story that shows the potential of implementing automation with the support of chatbots, and of course, artificial intelligence, in order to achieve better results in productivity, commercial efficiency, and of course, financial results for the company as a whole.