PostFinance is a subsidiary of Swiss Post. With 2.6 million customers and around CHF 117 billion in customer assets, it is one of Switzerland’s leading retail financial institutions.
Automatic voice-driven document ordering system for PostFinance
ordering documents fully automatically 24/7/365
Challenge:
Many simple but essential services are only available to customers during business hours, e.g., ordering documents. Routine operations prevent agents from being fully focused on handling more complex issues for better customer service.
Solution:
The Spitch solution enables PostFinance customers to place orders for documents by voice. The Virtual Assistant greets customers and asks for personal information in order to identify the customer and verify him/her by voice biometrics in just a few seconds. Recognising customer intents with high precision, the solution guides customers through the ordering process fully automatically and interprets the replies in a natural flow of conversation. Finally, it executes the order automatically arranging the delivery to the corresponding home address.
Benefits:
- No requests are missed, no waiting time on the line for customers;
- The service is available 24x7x365;
- Аverage handling time for processing document orders was considerably reduced;
- The customer experience is greatly improved thanks to an easy-to-use and accurate self-service helping a transformation of the contact centre into a more universal consulting channel;
- PostFinance can streamline internal processes and ensure growth without the need to regularly add and train more contact centre operators.
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