Digital Banker
Infuse valuable insights and advice within the CX
Digital Banker provides intelligent and interactive insights in the right moments, increasing the customer engagement and as result the revenue and satisfaction.
Assist instantly, 24×7 in AI-driven conversation
Digital Banker uses a domain-specific natural language processing (NLP) models that understand retail banking and can provide complete service, not just information.
Connect customers to the right banking expert
Digital Banker has a “human touch” – when the customer needs empathy, don’t ask them to come to the nearest branch, instead engage them directly over a video call.
Understand the financial life of the customers
Digital Banker uses modern data integration and machine learning (ML) technologies to create a true 360° view of each customer’s financial life, enabling hyper-personalized CX and relevant insights.
Provide concierge feeling with third-party services
Digital Banker can leverage the API economy and Open Finance and act as a concierge, providing services beyond the traditional banking scope in smooth and integrated customer journeys.
Automate any task for instant response
Digital Banker relies on digital workers to hyperautomate any task – even when there is no structured data and no integration with a banking system to perform it.
Intelligent digital banking
Most digital banking experiences today are predefined and offer limited personalization.
Digital Banker can engage proactively the customers by presenting them with insights at the right moment – when the customer is checking their balance in the mobile banking app, when making a payment and is exceeding the usual spending, when a regular payment is coming but the balance is low.
You can integrate Digital Banker insights within your existing apps or use it as a complete next-gen solution to replace your legacy platform. The insights are interactive, so you get instant feedback from the customer to further improve their engagement.
This results in higher customer engagement, better conversion of products recommended and higher customer satisfaction.
AI-driven assistance and advice
Chatbots have not lived up to the hype, but a new generation of natural language processing (NLP) is changing the game.
Digital Banker relies on advanced NLP, enriched for banking domain-specific language models, for understanding customer intents. It delivers natural conversational experience, available instantly 24×7.
Moreover, Digital Banker can interact using voice – perfect for the moments when a customer is on the move, for younger generations who use voice interactions for anything, or elder customers who prefer phone calls.
It’s not just for information – Digital Banker provides a full scope of banking services together with personal insights, all within an interactive conversational experience. And when a customer needs empathy, it can connect them to a human expert.
Digital Banker assistance and advice experience can be integrated within your mobile app or in messaging platforms such as Facebook Messenger and Viber.
Video expert on demand
Every technology has limitations – whether it’s a corner case during customer onboarding, loan price negotiation or a regulatory requirement to talk to the customer in person.
Video calling is one of the most natural forms of communication today – whether you work in the office or from home. Digital Banker makes the bank’s best experts available directly from customer’s device, without any additional software.
Digital Banker features a technology that creates virtual pools of experts and forwards the customer to the appropriate person based on the actual need. It can also be used by personal bankers to organize calls with their customers.
Digital Banker is not just technology for self-service customer experience – it also augments the human intelligence of the bank and enables deep conversations with the customer whenever needed – without the visit to the branch.
AI-driven CX brain
Digital Banker uses the power of AI to provide deep understanding of each customer, generate insights, enable conversational experiences and personalize the communication at scale, as one holistic approach.
The 360° Customer Profile is the foundation of the CX personalization, combining both structured and unstructured data, history of the customer interactions and generated insights based on machine learning (ML) models.
Digital Banker is based on a platform that provides enterprise-grade data and AI automation. It integrates data from various sources, profiles it, cleans it and gets it ready for ML models to enrich it.
The ML models continuously process the customer data to generate insights and map the product-centric view to the true customer-centric financial life view. Digital Banker comes with prebuilt models such as transaction categorization, micro-segmentation, next-best actions, purchase propensities, churn probability.
The bank’s data scientists can leverage the full suite of tools available to create, deploy and automate their own models.
Digital Banker initiates automated personalized customer journeys for engagement based on the insights generated, delivered across various touchpoints at the right moment – mobile and web apps, AI-driven assistant, email, instant messaging – depending on each customer’s preferences.
Open Finance integrations
Digital Banker is built for fast innovation in partnership with the Open Finance ecosystem. Thanks to powerful technologies for API management and low-code microservice generation, the bank can quickly build new features within days, instead of months.
Digital Banker learns fast– its extensible ML models for insights and conversational experience can enable new concierge experiences, delivered by third-party providers, with limited development effort.
Leading FinTech and third-party solutions come pre-integrated within Digital Banker – from mobile app security, through card tokenization and digital insurance, to employer benefits platform and travel booking. This help you start enriching your bank’s own digital offering from the very beginning.
Digital workers for hyperautomation
Hyperautomation is the #1 strategic technology trend for 2020 according to Gartner. It “involves a combination of tools, including robotic process automation (RPA), intelligent business management software (iBPMS) and AI, with a goal of increasingly AI-driven decision making.” Hyperautomation enables the future of work by freeing up people from routine tasks and focusing them on high-value work – such as assisting and advising their customers.
Digital Banker leverages digital worker technology that is designed to model and emulate human job roles by performing end-to-end job activities using automation and AI-based skills. Digital workers can understand, decide and act to automate job roles as opposed to simply acting to automate individual tasks.
Digital workers are created and managed by business users, democratizing the access to advanced self-service automation technology.
How can you use Digital Banker?
Digital sales support
Digital Banker is integrated within the web site, answers to questions about the services and connects visitors to a pool of human experts over video.
Instant messaging banking
Digital Banker provides a complete customer experience on IM platforms such as Facebook Messenger and Viber or voice platforms.
Personal advice at scale
Digital Banker knows each customer intimately and provides them with not just promotions, but also with valuable advice.
Mobile banking add-on
Digital Banker can be integrated within the existing mobile banking solution for quick added value.
Next-gen digital platform
Digital Banker can also act as a complete next-gen platform for digital banking services and beyond on web, mobile and messaging platforms.
Digital customer service
Digital Banker enables customer service on any channel, instantly, 24×7 – augmenting human intelligence.
Who in your bank can benefit from Digital Banker?
Sales and marketing
- Challenge
- Limited personalization, missing opportunities in converting digital leads
- Digital Banker Benefits
- Increased digital conversion through personalized consultative selling (AI-driven and human) and customer journeys designed on the base of intelligent insights
Digital banking & innovation
- Challenge
- FinTech challenge, slow innovation
- Digital Banker Benefits
- Faster innovation, personalized advice, competitive differentiation
Data science
- Challenge
- Manual data “wrangling”, long iteration cycle
- Digital Banker Benefits
- DataOps/MLOps automates the process of data preparation, model training and deployment and controlling the execution
Customer care
- Challenge
- Manual customer care and CX management processes
- Digital Banker Benefits
- Customer service automation, feedback collection, improved satisfaction (NPS)
Operations
- Challenge
- Manual work and high costs of serving customers
- Digital Banker Benefits
- Optimizing business process costs, faster customer service
IT
- Challenge
- Data platform not adequate to business needs
- Digital Banker Benefits
- Agility, less technical debt, up-to-date information architecture
Security
- Challenge
- There are significant risks related to data leakage, privacy, regulatory compliance
- Digital Banker Benefits
- Enterprise-grade data governance and data security
What is the technology stack behind Digital Banker?
BULPROS has partnered with IBM in the development of Digital Banker as a next-generation AI-driven digital banking platform. Contact us today to discuss our technology in detail and how to get access to a Starter environment to prove its value.
Benefits
Open
Unlike other solutions, Digital Banker is based on both open and enterprise grade technology stack by IBM that allows businesses to build their own components and innovate faster, without having to rely on the vendor for every change.
Agile
You can quickly deploy the solution in your environment without having to invest in complex infrastructure, and you can start using the first components of Digital Banker in a matter of weeks, not months or years.
Pay as You Go
The building blocks approach enables the quick launch of new services on a roadmap and brings you the financial benefit of paying only for the resources you use.
Scalable
Digital Banker enables scalability in terms of both product development process and technology.
Cloud Native
Digital Banker is built using Cloud native technologies, making it futureproof and simplifying deployment in private, public or hybrid environments, and avoiding vendor lock-in.
Thought Leadership
We work on inventing the future of digital banking and we collaborate with leading industry players such as the Berlin Group.
Benefits
Open
Unlike other solutions, Digital Banker is based on both open and enterprise grade technology stack by IBM that allows businesses to build their own components and innovate faster, without having to rely on the vendor for every change.
Agile
You can quickly deploy the solution in your environment without having to invest in complex infrastructure, and you can start using the first components of Digital Banker in a matter of weeks, not months or years.
Pay as You Go
The building blocks approach enables the quick launch of new services on a roadmap and brings you the financial benefit of paying only for the resources you use.
Scalable
Digital Banker enables scalability in terms of both product development process and technology.
Cloud Native
Digital Banker is built using Cloud native technologies, making it futureproof and simplifying deployment in private, public or hybrid environments, and avoiding vendor lock-in.
Thought Leadership
We work on inventing the future of digital banking and we collaborate with leading industry players such as the Berlin Group.
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