Give your customers automated access to all their account information, simply and conveniently by phone, 24x7 from any location. Boost CX and lower your operating costs at the same time.
Spitch provides a ready-made (out of the box) voice banking solution, at a fixed package price, including installation and operation.
3 different starter packages:
Each package includes any customisation required by that bank and they can decide which information, format and layout will be provided in the solution. These bank-specific adaptations will be determined in two half-day workshops together with the bank’s project team using Agile methodology.
The package price includes all operational processes in a certified cloud environment. Alternatively the bank may house the solution in its own cloud or on premise for an supplemental charge.
The Spitch Voice Banking solution can authenticate the bank’s customers according to various criteria, verifying this with the back-end system. If integration into an existing mobile banking app is required, then authentication is executed by the app. Where voice biometrics is already implemented, then it can be utilized.
In the natural language dialogue between the caller and the system, many variations are allowed. For example, the caller can request multiple actions such as ‘block a card’ and then ask for the balance on an account. These are all customizable according to that bank’s requirements of the service.
As well as UK and US English, we support German, Swiss German (all dialects), French and Italian.
Information relayed back to the caller can be shown on the device or read out by voice if over a telephone and alternatively or as well as, via text for example SMS, email or via the chat platform of choice at that particular bank.
During the call, information gathered by the Spitch ‘Neurobot’ is retained so that the conversation flows down in a natural and freeform way, just like human to human conversation.
Stand-alone fully automated voice system to answer callers’ questions on day-to-day, non-personal banking matters. No integration with the call centre or back-end systems is necessary. Examples may be: Product information such as accounts, cards, credit cards, mortgages etc Interest rates and exchange rates Bank opening times General information e.g. brochure requestsSet up & Installation: 3-4 weeks1
Package 1 PLUS integration of the voice system with the CRM / back-end system which provides personal information and services but only for mailing to the client. The customer is identified but without strict verification. No integration with the call center. Examples: Ordering paying in slips / cheque books Requesting bank statements Arranging an appointment for a call back from the bank manager. General but personal informationSet up & Installation: 6-8 weeks1
Packages 1 and 2 PLUS strict identification and verification of the customers. No integration with the call center. This is for more sensitive information which may be read to the customer over the phone. Typical services: Card blocking (e.g. after lost credit cards) Requesting bank account information Ordering a new card/replacement card PIN or password resetSet up & Installation: 8-12 weeks1
1 — Residual API integration depends on the readiness of the bank's back-end systems.
Once the contract has been signed, then it takes about 3-4 weeks* until the solution is available for pilot operation.
During these 3-4 weeks, typical activities: