Digital customer service is often separated from other parts of the business. Consumers expect service, consultations, and transactions to occur within the same context. Amelia can provide seamless end-to-end customer experiences.
Call center and support agents are overwhelmed with high call volumes. This leads to long wait times and drop-offs. Consumers expect 24/7 availability.
Customers want service delivered on any device at any time of day. They expect interactions to be intelligent, high quality easy-to-manage.
Amelia’s Banking Abilities
Credit Card Payment
Customers want friction-less credit card payments. With Amelia, consumers can initiate transactions from any device without any manual data entry.
Make credit card payments
Redeem rewards points
Place travel alerts
Open New Account
Amelia can help customers find, research, and open new accounts in just a few minutes. She is able to:
Teach customers about various options
Process customer data
Check Account Balance
Amelia can assist customers with even the most basic tasks, including:
Find the nearest ATM
Pull balance information for all accounts
Review savings plan data
With Amelia, customers can initiate the mortgage pre-approval and application process, without needing to speak to human agents. Amelia can:
Intake forms and documents
Display customer financial data
Approve and reject applications
Amelia can perform as a digital colleague in a variety of banking areas
Lots of solutions promise to deliver in the future but we needed it solved now. So we needed some kind of relationship that was not a traditional IT-vendor, or IT-customer relationship. We needed some kind of a startup-like commitment, so that if we face some kind of challenge, we can work together to solve it. Those were the two main reasons that brought us to IPsoft.
We reached a new group of customers we didn't have. People who didn't want to call or go into a branch office, now they had a channel that they could use in order to become customers.
SEB, one of Sweden’s largest banks, rolled out IPsoft’s Amelia tool in late 2016 to take calls on its IT service desk. Within three weeks, Amelia had taken over 4,200 calls, roughly 15% of overall call volume, and was resolving the calls up to five times faster than a human agent, with repeatable service quality. This level of success led SEB to accelerate its deployment of Amelia and start using it for external customer interactions.