Welcome to the 21st century. All his long announced charms, shown through the fictions of the visionaries of previous centuries, are now finally embodied in the virtual assistant Rea, developed by Saga’s experts for the most modern and leading bank in Serbia, Raiffeisen.
That it is not a matter of everyday occurrence, speaks the personification of Weaver chatbot in the costume of an attractive avatar, Rea, has went one step further so the bank uses this opportunity to communicate the availability of all its services through the new form of communication and in that way gives this innovation new value and meaning.
To deal in the right way is the essence of the statistics that the exploitation of this channel by the bank’s clients, for the first year thought about a million conversations and that it is not just a form at all, it also has a purpose. A quarter of that conversation goes to the topic of “loans,” whether it’s a loan offer, which is its sales channel or in a state of credit, which makes bank concerned for customers, Rea is a trusted chat, has a sentiment and is purposeful. As Aristotle would said “ethos, logos, pathos”.
And what’s under the hood? It’s Saga’s Notification Platform, Weaver, artificial intelligence, but really! It’s not a buzz, it’s not a hype, it’s a well-trained machine that learns from previous conversations and it is capable of mimicking human conversation. Saga’s development team is constantly working on improving this product and improving its new capabilities, so it is now realistic for communication to adapt to the youngest population, which has gone a step further and sends the voice messages that this platform will deal with.
Now the first line of customer support is serviced by Rea, and employees, who have done this repetitive and monotonous work so far, now are working on more creative job with more elean. Also, now the third shift of support can cause a breath, as Rea is tentative and available 24/7/365.
To mention younger generations, which can freely be called the “chat generation”, they want an instant and want immediately, with as fewer clicks as it is possible. On the other hand, their preferred channels are innumerable, and for the bank it’s a real nightmare to adapt to personalized affinities. Here Weaver / Rea steps into action. For the bank, this is a unique channel of communication, and for the user preferred – Viber, Facebook Messenger, WhatsApp, Skype… and so on. The Bank has lowered the costs, and the clients are satisfied.
Let’s conclude how we started, with the visionaries of the last century. Today, which was then the future, which we watched in the Terminator or in the Kjubrik’s Odyssey, is not so terrible. Scientists have long said that we will never know ourselves so much to make something more advanced than ourselves, so fears of using new technologies and the benefits of technology have not always a tragic end.