Personetics Predictive Virtual Assistant Deployed at Leading MC, Visa and AmEx International Card Issuer
Personetics, the leading provider of predictive virtual assistant solutions for the banking industry, today shared customer user data from key deployments including Isracard, a market-leading international issuer of Mastercard, Visa and American Express cards.
“We’re“…the new service which explains my purchases is amazing. I am impressed by American Express and will continue to use their card for a long time.” – Isracard Customer
Personetics Digital Banker is an intelligent virtual assistant solution that anticipates customers’ financial needs and approaches them with relevant solutions. Digital Banker’s interactive technology delivers a unique and intuitive customer experience across all self-service channels while reducing overall service costs for financial institutions. Digital Banker puts customers in control and allows them to be more self-sufficient. For example, Digital Banker will present a map with the merchant’s location to help a customer remember a transaction before the customer files a costly dispute or the solution will help a customer analyze his or her latest utility bill to see if it differs from past bills. Digital Banker’s powerful predictive engine responds to customers’ needs and works to resolve their question or issue in the most efficient manner possible.
“We’re very excited to offer Personetics Digital Banker to our customers,” says Dov Kotler, CEO of Isracard. “It’s helping us deliver a better experience and meet our business objectives. Our customers love it. It was easy to implement and we are seeing a steady increase in customer usage.”
Isracard, the largest card issuer in Israel with more than three million customers, wanted to increase up-sell conversion rates for new products and services, reduce service costs, expand self-service channel adoption and differentiate itself on quality of customer experience. Digital Banker was embedded into Isracard’s existing Online and mobile applications, speeding delivery and easing customer transition to more cost effective self-service options. Customers began using the new, intuitive features immediately with no instruction or training. The number of users continues to grow at a steady pace.
- Customers like the new predictive assistant technology, recording a high satisfaction rate shortly after deployment
- A large percentage of customers with issues resolve their problems without live agent help, avoiding significant service costs
- When offered at the ideal time – the moment of truth – nearly half of all up-sell recommendations are accepted by customers for new products and services, like electronic statements and automatic bill pay
- Ten percent of active users access the system at least monthly
The system not only supports customer issues, but also helps them better understand their spending, with more than half of the interactions dealing with common personal and family financial topics. The types of topics explored by customers is broadly distributed across all those offered, from spending trends to single transaction details. Isracard plans to double the number of topics customers can explore in the next couple months.
“Rightfully, financial institutions have invested heavily in Online and mobile banking as more and more customers move to these channels,” says David Sosna, CEO of Personetics. “Digital Banker provides the next generation of predictive interactivity, improving the customer experience. We build off of the features and services banks already offer, integrating easily into the look and feel of existing apps and providing users a personalized and intuitive way to find what they are looking for. We’re happy to be working with Isracard to offer Digital Banker to their customers.”