IntelliResponse, a provider of enterprise virtual agent technology, announced that Bank of Internet USA has implemented the IntelliResponse virtual agent platform on its Web site. Using the solution, Bank of Internet USA customers can ask natural language questions online at any time of the day, and receive instant, accurate answers through their new Have a Question feature. The partnership is the first announcement made by IntelliResponse since it was acquired by [24]7 on Nov. 10.
When customers are on the bank’s Web site, they can ask a range of questions such as ‘How do I open an account?’ or ‘What ATMs can I use?’ and receive instant, accurate answers. Bank of Internet’s ‘Have a Question’ feature, also leverages i.Suggest, IntelliResponse’s next generation predictive matching technology which helps improve answer accuracy while reducing customer effort.
“The majority of consumers today who have questions turn to an organization’s website first for answers,” said David Lloyd, president and CEO of IntelliResponse, in a statement. “Online banking and online self-service is the perfect match, and Bank of Internet’s prominent placement of their ‘Have a Question’ feature on every page of their Web site, ensures customers always have quick, easy access to answers wherever they are on the site. Additionally, since customers are no longer required to interrupt their online banking session to speak with a live agent for routine banking questions, contact center reps can now spend time with those customers who require human assistance.”
“Our customers have entrusted us to meet their day-to-day banking needs, and they expect nothing short of an outstanding experience whenever they engage with us,” said Kyle Kolsky, senior vice president, consumer deposits, Bank of Internet USA, in a statement. “Operating a national bank without branches means our online self-service options need to be top notch, providing our customers with accurate and consistent answers to their questions. IntelliResponse Virtual Agent helps us deliver an exceptional online self-service experience our customers’ value, while helping us channel those routine banking inquiries to the more cost-effective online channel.”