ANZ New Zealand Assures CXof Voice Biometrics and Speech Recognition Systems With Cyara

CUSTOMER STORY: ANZ NEW ZEALAND

ANZ New Zealand assured the customer experience (CX) of new voice biometrics and speech recognition implementations for the contact centre, with Cyara. ANZ New Zealand, part of Australia and New Zealand Banking Group Limited (ANZ), is the largest bank in New Zealand with 30% market share. ANZ serves retail, commercial and institutional customers through consumer and corporate offerings. ANZ’s strategy is to use their strong Australian and New Zealand foundations, distinctive geographic footprint, and market-leading service and insights to better meet the needs of customers. One of the elements of their strategy is to establish common, digital-ready infrastructure to provide great customer experience, scale, and control.

Challenge to Improve the CX of Customer Journeys With Human Touch Channels

Matt Butler, Senior Channel Development Manager, ANZ, is responsible for designing, developing, and maintaining the CX strategy for ANZ New Zealand’s contact centre. While many customers interacted via digital channels, many calls came into the contact centre for live agent help. Matt sought to improve and differentiate the interactions with the contact centre’s phone channel, but needed to justify the CX investment. The bank had been investing in digital channels, rather than the contact centre channels.

Matt and his team launched a project to analyse human touch interactions. They wanted to understand the customers that needed support and customer journey problems. Armed with customer insight, they would be able to identify CX improvements and justify investment in the contact centre.

Cyara has helped us to apply testing broadly which increased overall quality, reduced the time for us to deliver our test phases, and decreased costs.

Matt Butler,

Senior Channel Development Manager, ANZ New Zealand

ANZ NEW ZEALAND AT-A-GLANCE

• Part of ANZ, which is one of the five

largest companies in Australia

• The largest bank in New Zealand with

30% market share

• Finances over 30% of all home loans in

New Zealand

Cyara Product:

• CX Assurance Platform

Challenges

The project identified problems that customers had in their journeys:

Phone authentication was difficultCustomers had to provide their customer number to authenticate over the phone. Up to 60% could not remember their customer number and would require agent assistance. At the time, the mobile app and digital channels had more advanced authentication (PIN, facial recognition).

Customer calls to agents were not being resolved quicklyCustomers had to interact with an outdated IVR that asked which product the customer wanted (e.g., home loans, credit card, etc.), rather than allow them to simply say what they wanted. Most pressed “0” and were routed to a generalist agent who may not have been able to support the customer request. The customer would then have to be transferred to a specialist agent for resolution.

The team analysed customer journeys that required a human touch, which included phone calls with live agents and in-person interactions at the branch and in private banking. They learned that the human touch remains essential.

• 1 in 7 customers who use digital channels get in touch with the bank every month.

• 1 in 3 of those customers contact the bank within an hour of being online, indicating that in some instances, digital interactions generate an immediate need.

• 2 in 3 customers were going online shortly after the live agent interaction, indicating that they were checking if processes had been completed.

The team learned that the customers needing live agent support were important to the bank. Nearly half were 35 years old or younger, were brand connected(using two or more products compared to average customers), were digitally active, and used multiple channels. Addressing their CX issues was critical.

Technological Solutions

The team identified technologies that would improve the customer journeys. It needed help to assure that the MVP (Minimum Viable Product), would deliver an optimal experience on day one.

Voice biometrics for authenticationEnable a user-friendly and secure way to authenticate customers over the phone.

Speech recognition asking customers to say what they needAllow customers to answer a single question… ‘What would you like to do today?’ Based on the customer’s answer, the call would be routed to the best agent to address the need. Additionally, the agent would receive the customer’s answer to address the need more quickly.

ANZ learned that the human touch remains essential.

ANZ New Zealand Automates Testing Broadly for Voice Biometrics and Speech Recognition Systems

The project to analyse human touch interactions justified the investment in voice biometrics and speech recognition systems to improve customer journeys. ANZ New Zealand brought in Cyara for CX assurance and Flare Design to design the experiences.

Voice BiometricsThe voice biometrics system was designed to be a single step identification and verification to be authenticated over the phone. This design was based on customer feedback. The system required extensive testing to ensure that the customer experience would be easy. The ANZ security and compliance departments needed assurance that the system would perform and be secure.

ANZ applied Cyara’s automated performance testing and used mobile numbers and voiceprints from 500 internal staff to prove the system could scale. Functional and regression testing proved that the biometrics verification was working correctly. The testing outcomes quickly convinced the security and compliance departments to approve the system.

Speech RecognitionThe speech recognition system was focused on customers being able to answer the single question: ‘What would you like to do today?’

ANZ New Zealand required assurance that the CX would work flawlessly on day one. The team used Cyara for thorough testing of the system. The team applied automated testing broadly, using real world scenarios end-to-end. The team used actual customer requests from journeys in the regression tests, and leveraged the same real-world tests for performance and volume testing. The testing outcomes proved that the speech recognition system was working and could scale. This gained them strong support from the contact centre staff.

Cyara enabled the successful rollout of the systems by assuring CX

With Cyara, ANZ New Zealand was able to:

• Test the MVP (Minimum Viable Product) and know that it would deliver an optimal customer experience on day one

• Measure the quality of CX• Run tests to prove that third-party

suppliers were adhering to their system performance statements

• Constantly tune the systems

ANZ New Zealand’s Results

ANZ New Zealand realised the value of their CX investments with Cyara’s help. They achieved the following results:

Speech recognition system assured• CX assured from day one• Strong customer and staff advocacy • Ability to measure the quality of the solution• Ability to constantly tune the CX of the system• 75% of customer responses were understood by answering one question, ‘What would you like to do today?’

Those customers were routed to specialist agents.

Voice biometrics system assured• Prompt security and compliance department approval• Stakeholder confidence at launch• Strong customer and staff advocacy • Increased authentication rates to 2 of 3 calls being verified

Assurance that the MVP (Minimum Viable Product) for each system would deliver an optimal CX

Improved NPS and customer satisfaction• External survey across big 5 banks in New Zealand increased the bank’s rating from 4th place to 1st place for 8 of

12 months

Ability to validate if suppliers were adhering to their system performance statements

Learn More

Watch this video to see how ANZ New Zealand delivered an assured CX.

CORPORATE HEADQUARTERS:805 Veterans Blvd, Suite 105Redwood City, CA 94063+1 650 549 8522

GLOBAL OFFICES:United Kingdom: +44 0203 786 5070 Australia: +61 3 9093 0815

CONTACT US:hello@cyara.comcyara.com

Customer Smiles. Delivered at Scale.

Contact your account executive to learn how we can help you accelerate your CX ahead of customer demands.

FOR MORE INFORMATION:

Cyara-CustomerStory-ANZ© 2019 Cyara. All rights reserved.