The answer is very easy – the latter makes it possible for you to develop an enterprise-level multilingual chatbot with automatic conversations categorization that is out-of-the-box connected to the operator workplace in the hybrid mode and at the same time to the in-built analytical system in order to get information about the chatbot’s performance and to discover insights for continuous chatbot improvement. Not bad, is it? 🙂

Still have doubts? Then here is one of the stories of our solution success! Enjoy reading!

Business Case

Belaruski Narodny Bank OJSC, or BNB, is a mid-sized privately-owned bank in Belarus, one of the top-15 banks by its total assets.

BNB wanted to transform their customer support, facilitate access to data or convert website visitors into leads, and their current methods were not proving efficient enough. They decided that the right solution was to bring a chatbot to create a single communication channel to attract new leads and increase the satisfaction level of existing customers. Today, 40+ daily requests in customer care are managed by the bot, and they have doubled the leads generated by their web platform.

Business Challenge

The challenge faced was not just to implement an ordinary chatbot solution like nearly all banks have as a fad of fashion, but to provide a real level of customer support automation, convert online visitors into the Bank’s leads, increase productivity and quality of contact center performance.

Majority of chatbot solutions available in the market did not meet the Bank’s requirements concerning the desired level of customer support, facilitating access to the data, generating leads, or contributing to the Bank’s competitive image. The sad reality was that contact center operators did not always feel responsible for the outcome of their work and lacked efficiency.

BNB-Bank saw great potential in SAP Partner Managed Cloud solution with its humanized and facilitated IT landscape accessibility and cognitive automation of customer care services being executed 24/7/365

Business Objectives:

To convert the website traffic into a flow of happy customers
To establish contact with visitors of the website and other communication channels and make them wish to leave their contact details
To automate customer support with Conversational AI
To track and analyze topics of clients’ requests, interests and communication channels used
To turn the contact center into a lead-generation center

Solution

Skybuffer-developed solution of Intelligent Decision Dimensions is a multilingual, omnichannel, voice-enabled intelligent assistant developed on top of SAP Conversational AI, with preconfigured banking scenarios, customizable, extendable and scalable, comprising also Hybrid Chats built on the basis of SAP Solution Manager ITSM to enhance AI advantages with human efficiency

The main goal of the project was to increase the quality of customer care activities and convert the contact center into the leads generating one. That was achieved by delivering an omnichannel contact center with automatic categorization of all requests, their on-premise logging and conducting dialogues in real-time mode with the digital assistant and on-demand human operator step in when necessary and/or appropriate.

There are three main communication languages in scope of the project, they are Belarusian, Russian and English. Automating customer care requests is processed via SAP Conversational AI skills implementation. Additional extension solution of Hybrid Chats developed by Skybuffer is used together with SAP Conversational AI service to boost languages processing and avoid automatic translation of replies in the dialogues held in Belarusian and Russian.

To reduce SAP Conversational AI training and developing costs, we used our out-of-the-box content bot.
We collected customer-specific scenarios from BNB team and implemented them in the already developed content using guidelines described in Day 2 – Day 5 blogs. The bot is trained in the English language only but performs well in processing other languages conversations, too. In other words, SAP Conversational AI model trained in one advanced English language serves conversations in Belarusian and Russian languages, too. That is only made possible by using Skybuffer Hybrid Chats solution implemented together with SAP Conversational AI services.

Another important task was to create a customized webchat with a functionality to send voice and image attachments.
We implemented document management system (Redmine in our case) to save attachments. Files from the webchat and contact center are accessed via links generated when attachments are saved to DMS.

Hybrid Chats allow solving another major project goal, that is to seamlessly connect operators from the contact center into the dialogues keeping the chatbot active and organize the dialogue flow in a three-peers model when the user communicates to the chatbot and/or the operator simultaneously which fact significantly increases the quality of the customer care and reduces operational costs of the cost center.

Conclusion

After going live in November 2020, we reached the level of support automation of 80%. Leads generation from website and social media doubled. More than 40 customer care requests are now served from the BNB-Bank website daily.

Hybrid Chats solution from Skybuffer significantly reduces the number of routine activities of operators from the BNB-Bank customer care center and seamlessly integrates the Bank’s products and services expert knowledge into the online chat conversations with BNB-Bank customers.

BNB-Bank clients now receive highly qualified support services on the bank’s products they use, which at the same time allows BNB-Bank to better position new products that bring financial value to the Bank’s clients.

Belarusky Narodny Bank OJSC has been selected as a finalist for the SAP Innovation Awards 2021! The entry of “Cognitively Automated Customer Care” (Entry ID – 2178) stood out amongst close to 400 entries as one of the most compelling examples of innovation.

Our SAP Innovation Award 2021 submission for this business case is here:

Cognitively Automated Customer Care @ Belaruski Narodny Bank

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