DNB, the Nordic Bank, uses AI and Boost.Juno, AI’s virtual agent, customizes consumer experiences. Juno can improve financial sector customer service, response times, and resource allocation.
Many financial institutions are now using AI to make sure they are providing their consumers with a customized experience. DNB, the Nordic Bank, is one instance of an AI deployment done well. In order to function across customer- and employee-facing use cases, it has installed five virtual agents, among which “Juno” was given by Boost.AI, the platform for conversational AI.
To let its advisers and customer care representatives access numerous routines so they may best serve their clients, DNB launched Juno in 2020. Additionally, the bot helps agents find crucial data quickly, speeding up enquiry response times. The Boost.AI platform has responded to over two million queries since Juno’s introduction, or over 1200 users each day.
Organizations must be careful when allocating resources in the current environment. Finding technology that serves multiple purposes is therefore crucial for conserving money. Juno assists DNB in accomplishing this since it offers solutions across several business units without forcing each one to create a separate independent bot. Juno can customize its responses by filtering so that each agent receives a special, department-specific response. Instead of a generic one, this is used.
However, the bot is not a one-time fix. Instead, its feedback feature enables it to enhance and improve its operation. 16 times each day, according to Boost.ai, it received input.
The AI bot is able to research more than 3400 topics. Each topic is additionally tailored to seven main banking divisions, divided between the private market and corporate banking. Every day, Juno responded to an average of seven inquiries from each user. This amounted to 2.1 million inquiries through 2022, with an overall answer success rate of 83%. Additionally, interactions with the bot could occasionally last for eight hours.
Not the only employee
A long-standing partnership exists between DNB and Boost.ai. The Nordic bank has had enough time to incorporate new services into its infrastructure. Former customer-facing virtual agent for DNB was Aino. Over 10,000 daily consumer encounters were totally automated, according to the bot. Additionally, it had an eight-week advance time to get the agent up and running and covered 2500 themes right away.
Aino has automated more than 50% of all incoming chat traffic in less than a year since its introduction, while also communicating with more than a million consumers. Along with Aino and Juno, Hugo helps staff members with inquiries pertaining to HR. Fix, a different bot, manages incoming questions for DNB’s IT support desk. Last but not least, DNB offers a virtual agent named Justina who can help staff members with legal inquiries.
“With Juno, we have developed a feature-rich conversational interface for our customer service agents, providing much more than just a traditional chat service,” said Jan Thomas Lerstein, head of innovative technology at DNB. Juno has evolved into a standalone application.
“DNB is one of many forward-thinking financial organizations that are reaping the benefits of embracing a conversational AI solution,” said Sanjeev Kumar, VP of EMEA at Boost.ai. Conversational AI, as demonstrated by DNB, improves both the customer and employee experience and gives staff members exciting new chances to concentrate their attention and creativity on more engaging jobs.
“These most recent results demonstrate the breadth of conversational AI’s capabilities; the effects in customer support are obvious, but now we have statistics demonstrating how revolutionary virtual agents can be for internal efficiency as well. Virtual agents can streamline customer and employee interactions and become vital digital coworkers.