embracing ai in customer service - fintech...
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Embracing AI in Customer ServiceMeet Nova, Nordea’s Virtual Assistant
Anna Metsäranta
31st October 2018
Brief introduction
Nordea is a universal bank with a Nordic focus
700,000Corporate customers
10 millionPersonal customers
35 billionMarket capitalisation
Top 10 European bank
G-SIB
Personal Banking
Business Banking
Wholesale Banking
Wealth Management
450 Branches
30,000Employees
Why automate?
Smart automation is a tool for solving problems
By 2018,
Virtual
Employee
Assistants will
increase
productivity
by 10%2
By 2020,
conversational
agents will
handle 30% of
customer
service2
55% prefer a
bot if the same
result is
achieved1
Changing customer needs Business incentives Strategic digital trends
52% don’t
want to wait
more than two
minutes1
By 2022,
chatbots will
create annual
cost savings
of $8 billion3
By 2020,
40% of
consumers will
prefer voice
assistants4
1 2 3
1. Liveperson 2017
2. Gartner insight: how to collaborate and compete in the emerging VPA, VCA, VEA and Chatbot ecosystems
3. Juniper Research: Chatbots
4. CapGemini: Why Consumers Are Embracing Voice Assistants in Their Lives
10MPhone calls
2MChats
1,5MMails
Omnichannel service & advice
Nova works in
collaboration
with Advisors
Development roadmap
Nova will offer personalised service & advice
CHATBOT
VIRTUAL ASSISTANT
VIRTUAL AGENT
Get the
basics right
Differentiate
through service
Explore and
innovate• Complex automation
• Predictive assistance
• Omnichannel with text & voice
• Personal service
• Proactive assistance
• End-to-end automation
• Conversational AI
• Reactive service
• Seamless escalation
Elements of success
There’s a lot more than AI to a successful solution
Virtual Assistant
AI solutions
Content Architecture
Delivery
Continuous improvement
Empower your employees to make the most of the VA
Implement
ObserveAnalyse
EnhanceDedicated role
Common guidelines
Tools & processes
Collaboration