Revolutionizing Banking: BIANCA Case Study

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In the ever-evolving landscape of banking, customer experience stands as the cornerstone of success. As customers increasingly demand fast, seamless, and personalized services, banks are faced with the challenge of meeting these expectations while navigating a myriad of complex queries and interactions.

It is within this dynamic environment that Bulgarian American Credit Bank (BACB) and DigiTech Consult embarked on a groundbreaking journey to redefine the banking experience through digital innovation. At the heart of this transformative endeavor lies BIANCA, the AI-powered virtual assistant built on the DRUID AI platform that has revolutionized customer interactions and set new standards of excellence in banking.

The Challenge:

The challenge BACB faced was multi-faceted. On one hand, the bank needed to meet the rising customer expectations for fast, simple, and seamless banking experiences. Customers wanted to get answers to their questions, apply for loans, or open accounts without having to visit a branch or wait on the phone. They wanted to do all these tasks at their convenience, from the comfort of their homes or offices.

On the other hand, the bank needed to address a wide range of customer queries related to various banking products and services. These included credit or deposit and savings products, necessary information for different types of accounts, overdrafts, or mortgage loans. The bank also needed to cater to both individuals and business clients, each with their unique needs and preferences.

BIANCA: A Game-Changer in Banking:

In response to these challenges, BACB trusted DigiTech Consult to develop BIANCA, the AI-powered virtual assistant poised to revolutionize the banking landscape. BIANCA represents the culmination of cutting-edge technology and customer-centric design, aimed at enhancing customer experience and streamlining banking operations. With its advanced capabilities, BIANCA is capable of addressing a wide array of customer queries, from account inquiries to loan applications, with unparalleled accuracy and efficiency.

Transformative Results:

Since its introduction, BIANCA has surpassed all expectations, facilitating over 175,000 messages exchanged in the last six months alone. This staggering volume underscores BIANCA’s pivotal role in reshaping customer interactions and streamlining banking operations. Furthermore, with over 4,990 distinct bank customers benefiting from BIANCA’s assistance, it’s evident that BACB’s commitment to customer-centricity has resonated with its clientele.

Moreover, BIANCA has achieved an impressive accuracy rate of 95.67 percent, instilling confidence among users with its reliable and precise responses. This level of accuracy not only enhances customer satisfaction but also optimizes operational efficiency, reducing the need for human intervention. Additionally, BIANCA’s seamless integration into BACB’s digital ecosystem has garnered widespread praise, with over 70 percent of users expressing satisfaction with its assistance.

What lies ahead of BIANCA:

The introduction of BIANCA marked a significant leap forward in enhancing the user-centered experience for BACB’s clientele. BIANCA streamlined and simplified the customer experience, offering unprecedented ease in managing financial matters.

BIANCA was meticulously designed to cater to a multitude of scenarios, ranging from frequently asked questions to loan applications, human assistance routing, overdraft inquiries, mortgage queries, and feedback collection via surveys. This versatility rendered BIANCA an invaluable asset to customers, addressing a wide spectrum of their banking requirements.

Looking ahead, the future trajectory for BIANCA encompasses advanced features such as user identification and provision of personalized details regarding account balances, credit commitments, upcoming payments, and other pertinent information related to the user’s financial products. Additionally, BIANCA will facilitate online credit applications and digital signing of credit agreements through Evrotrust, as well as streamline the process of opening a Net Account without the need for a physical visit to a bank branch.

Furthermore, to enhance the customer experience even further, BIANCA is poised to incorporate voice communication capabilities and extend its reach to platforms like Viber and Facebook Messenger, enabling seamless interaction with users across diverse channels.

The Role of DigiTech Consult:

DigiTech Consult, the team behind the development of BIANCA, is proud to have been involved in this groundbreaking project. Leveraging our expertise in AI and digital innovation, we worked closely with BACB to bring BIANCA to life, ensuring that it met the highest standards of quality and performance. As a result of our collaborative efforts, BIANCA has emerged as a game-changer in banking, reshaping customer interactions and setting new benchmarks for excellence.

In conclusion, the partnership between BACB and DigiTech Consult exemplifies the transformative power of digital innovation in banking. 

Through the introduction of BIANCA, the AI-powered virtual assistant, BACB has not only met but exceeded customer expectations, setting new standards of excellence in customer experience. As BACB continues its journey toward digital transformation, one thing remains certain—BIANCA will continue to lead the way, shaping the future of banking one interaction at a time.

*READ THE FULL CASE STUDY HERE*

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