Voice Banking

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.

The Offer

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:

Package One is designed to answer FAQ’s and provides such information as branch opening times. It is not caller specific and does not provide personal information so does not authenticate the caller.

Package Two relates to the needs of individual customers but does not give out any personal information. Basic identification of the caller takes place. Services provided include such things as mailing a new cheque book or credit card/ PIN to the caller’s registered address or arranging for a meeting with the bank representative.

Package Three identifies the caller to a deeper level, appropriate to providing more personal information and in keeping with the bank’s own requirements. Examples of the sort of information might be account balance, overdraft status or in response to requests for similarly personal details unique to that calling customer.

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.

Features of the Voice Banking Solution

Security and Authentication:

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.

Variations:

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.

Supported languages:

As well as UK and US English, we support German, Swiss German (all dialects), French and Italian.

Output/Reply:

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.

Neurobot:

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.

Starter Packages What’s included

Starter Package 1

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 requests

Set up & Installation: 3-4 weeks¹
Operation mode: 24X7

Starter Package 2

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 information

Set up & Installation: 6-8 weeks¹
Operation mode: 24X7

Starter Package 3

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 reset

Set up & Installation: 8-12 weeks¹
Operation mode: 24X7

1 — Residual API integration depends on the readiness of the bank's back-end systems.

Partners

The Set Up

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:

Two half-day workshops will be run in order to discuss and define the the bank’s specific requirements and what adaptations are needed.
The bank’s own specific vocabulary will be defined and integrated into the language models which are already available.
The process for content delivery (i.e. information on things like opening hours, interest rate etc.) will be specified.
For packages 2 and 3, the back end integration interfaces will be defined. Rudimentary standard interfaces already exist for Finnova and Avaloq.
The cloud infrastructure will be made available.

The solution will be set up in 1 to 2 week-long agile sprints.

This is valid for Package 1. Package 2 will take 6-8 weeks and Package 3 approx. 8-12 weeks.