Customer Success Story: Canadian Bank

Conversational AI Testing Delivers Exceptional ROI

About The Company

One of Canada’s largest banks is committed to embracing the challenges and structural changes that accompany technological innovation, which is key to remaining competitive as well as continuing to meet customers’ evolving demands. Over the last six years, the bank has rolled out a series of AI-powered mobile banking innovations that have resulted in significant improvements that transformed how their contact centers work as well as strengthening their relationships with customers. Cyara Botium has played a key role in testing the bank’s conversational AI technology, including their voice-based Virtual Assistant chatbot.

The bank’s Virtual Assistant is an excellent example of how an effective application of automation can reduce advisor transfers and improve customer satisfaction with thorough and effective conversational dialogues. A key component of this voice-based chatbot experience is the bank’s Answer Center, where customers can go to:

About The Technology

- Director of DevOps & Engineering Transformation, Leading Canadian Bank

Without Botium, our only option would have been to take a risk-based approach to testing, which means some flows would go into production untested. With Botium, we have the assurance of complete coverage of all flows

How a leading Canadian financial institution recouped their total investment in just 3 months

Quality assurance can sometimes be viewed as a box-ticking exercise, but systematic and comprehensive testing allowed the bank to determine whether their chatbot was meeting all their requirements. Cyara’s Conversational AI testing and monitoring platform, Botium, was part of their chatbot development and testing journey from the beginning, and, according to the bank, was key in the assessment and enhancement of their chatbot.

The Solution

Enhanced visibility

Outcomes

Botium allowed the team to make more informed decisions based on clear, reliable information.

Greater use of automation and AI, along with automated testing allowed more requests to be handled by chatbots and staff to focus on other key areas of work.

Increased automation

With reduced wait times and quicker resolution time, CX, confidence and loyalty all improved.

Improved Customer Confidence

The team observed a significant ROI through using Botium and were able to increase their budget for AI and chatbots, allowing them to migrate more work away from overstretched agents.

Clear ROI

Talk to an Expert

The Cyara Advantage

ROI

Clear

Botium

Visibility

Enhanced

Automation

Increased

Confidence

Customer

See data regarding their spending habits on items such as dining, entertainment, transportation, and shopping – which are the four categories that most consumers would consider to be discretionary.

Search for specific information they require using topic-based keywords.

Validate their account choices; for example, if funds are moved to savings would it affect their cash flow or daily financial activities.

Find answers to questions that other banking customers have already asked.

A key goal of theirs was to provide personalized information about customers’ financial transactions through chatbot capabilities. To achieve this, backend integrations were inevitable, and this added an extra level of complexity which led them to security and quality, while pivoting extensively on risk alleviation.

Integration Complexity

The bank has 15 multilingual Conversational AI chatbots which handle customer requests 24/7 in both French and English. Although the bank has other channels as well, the self-service chatbot offering remains the first point of contact customers utilize to engage with the financial institution. Due to the size of the bank and the high number of incoming requests, their chatbot has to perform under a constant, heavy load. Spikes in traffic happen frequently and often unexpectedly; this poses unique challenges for the bank’s chatbots to accommodate these sudden upticks in traffic. Previously, in many cases their Conversational AI could not handle the high number of simultaneous interactions, and customers experienced long wait times. Additionally without monitoring capabilities, periods of downtime sometimes went unnoticed and caused the load to be placed on live agents rather than the bank’s chatbot.

High Volume & Demand

The Challenge

Comprehensive Testing

The bank’s comprehensive testing strategy was subsequently extended to multiple languages, platforms and channels. Automation and leveraging the Botium solution provided them with a more effective and reliable way to test against the full unpredictability of human interactions and inputs.