The virtual assistant was an initiative to comprehensively improve the contact experience with customers, providing 24/7 access to information. The idea was to offer a quick and effective way for users browsing our website to get in touch, enabling self-management with the goal of improving their experience with the bank and optimizing our service channels.
Christian Petruzzi - Customer Service Manager
BBVA has been leading the banking sector in Europe and the Americas for 160 years and has always been a pioneer in innovation, security and economic growth, acknowledging the importance of change and adapting to the clients needs. And since 2016, Aivo’s artificial intelligence (AI) is part of their customer service strategy, automatically resolving 96% of the inquiries they received in less than 1 minute on average.
Powered by Aivo’s AI, a new banking assistant was born. Available 24/7, replying immediately and automatically, and providing the same quality of service across multiple channels. Ready to use on their website and mobile app, the AI bot has been widely accepted by users: since the launch of the project, over 4.326.065 conversations were processed, with more than 238,590 sessions on the mobile app, and 57% of them in 2019.
This technology has played a very important role in managing the FAQ volume, with a 164% increase in the number of sessions from 2016 to 2019, and supporting human agents. This way, the representatives can focus on specific tasks that require personal treatment, while the virtual assistant handles inquiries that can be automated.
The new customer profile
With the emergence of decidedly digital customers, going high tech to meet these new demands has been crucial for strengthening their presence in the market.
Customers are increasingly paying attention to the quality of service. They need to solve their inquiries as quickly and easily as possible. In this way, they're looking for more value in the products and services they purchase, explains Christian Petruzzi.
With this in mind, BBVA decided to invest in automation and artificial intelligence.
Their goals were clear and went hand in hand with their mission of a customer-centric strategy:
- Comprehensively improve the customer contact experience
- Provide 24/7 support
- Allow for self-management
- Optimize service channels
"We analyzed different providers and AgentBot, Aivo's chatbot, seemed to be the best alternative because of their experience and presence in the market"
, says Christian. And it complements with comments on the implementation and after-sales process:
"The Aivo team was there for us the entire time, guiding and supporting us in whatever we needed, always super willing and responsive. We still have a great relationship today, which shows the level of post-sales support that addresses and solves all our requirements efficiently", he concluded.
We analyzed different providers and AgentBot, Aivo's chatbot, seemed to be the best alternative because of their experience and presence in the market, says Christian. And it complements with comments on the implementation and after-sales process:
The Aivo team was there for us the entire time, guiding and supporting us in whatever we needed, always super willing and responsive. We still have a great relationship today, which shows the level of post-sales support that addresses and solves all our requirements efficiently, he concluded.
A tech ally in times of crisis
With a consolidated customer service strategy, and with the virtual assistant already implemented as part of it, BBVA was ready to face the COVID-19 pandemic
Our virtual assistant was a critical information tool in the coronavirus pandemic, explains Christian.
At the beginning of 2020, they were able to address the high amount of inquiries due to mandatory quarantine, with branches closed and over-the-phone service not available. Through the chatbot, they could encourage customers to use digital channels to make inquiries
and complete different transactions on their own.
Plus, since Aivo’s platform was so easy to use, their team could rapidly adapt the chatbot’s answers and content to the new strategy.
In this way, the assistant is ready to provide answers on different topics, and its priority is to guide the user on inquiries related to the COVID-19 emergency situation.
Now that the world is facing an unprecedented health crisis, we'll truly see the impact and the actual applicability of these technologies,” concludes Petruzzi.