Innovation of the Month: Dronn Agent from Alior Bank
A virtual agent, designed to respond quickly and consistently to customers and interactively guide them through a personalised conversation, Alior Bank’s Dronn Agent wins Efma’s Innovation of the Month for July.
Launched in August 2015, Dronn Agent uses artificial intelligence (AI), natural language processing, automatic voice recognition, semantic analysis and speech synthesis to interact with customers in a natural conversational style, understand customers’ answers, navigate the conversation and respond appropriately.
Dronn was launched to support and improve remote customer service by increasing customer satisfaction and the quality of several processes in the bank, while delivering cost optimisation. The solution allows Alior Bank to offer to its customers a variety of service and support choices by enhancing existing channels, and to address customers’ requests as soon as possible while balancing the bank’s own needs to keep operational costs in control.
The Dronn system enables contact centre agents to be replaced with a virtual advisor, fully automates customer service and reduces the cost of routine enquires. Processes served by Dronn Agent are fully automated, with data flowing between systems and databases, enabling business owners to get results and updated information instantly, on demand. The solution can be used simultaneously in multiple channels: for example, when inbound occupancy rate is lower, some lines can be dynamically allocated to the outbound channel and used in different processes. It also enables the use of biometrical voice authentication, allowing call centre agents to focus on customer service without having to handle identification procedures.
The system is currently implemented in Alior’s marketing surveys and in debt collection process. Implementation in several other areas of customer service will be completed by the end of 2016, making it the biggest project of its kind in Poland.
The second stage of the implementation will see Alior launching Dronn in the contact centre for incoming calls, and in the bank’s helpdesk to improve back-office services for its employees. Dronn Agent will be implemented in processes such as password reset for bank employees, credit request verification, unlocking of internet banking passwords, and transfer to the appropriate contact centre advisor instead of the traditional interactive voice response system.
Customer service provided by Dronn has enabled Alior Bank to reduce the cost of serving individual cases by 85% compared to campaigns conducted by contact centre agents. The amount collected during the campaigns has increased by 25%.
The Efma Innovation of the Month is the latest accolade for the Dronn Project, which was named ‘Best Customer Facing Technology’ by Retail Banker International in May 2016.
Dronn Agent will be automatically selected as a nominee for the 2016 Efma Accenture Distribution & Marketing Innovation Awards. Enter the competition and submit your innovations! Deadline is 7 September 2016.