The banking institution wanted to improve customer service and streamline operations to provide better and more efficient customer service.

The bank was facing a high call centre workload, long wait times, and high costs associated with customer service. Customers were frustrated with the lack of personalised service and the inability to get quick and accurate responses to their inquiries.

VIVA CONVERSATIONAL AI

Viva provided a conversational AI solution that integrates into the bank's existing customer service channels, including phone, email, and live chat. The solution is trained on a large dataset of customer interactions and bank-specific data, including account information, transaction history, and compliance regulations. This enables the system to understand the context of customer inquiries and provide accurate and relevant responses in real time.

The solution also brings several benefits and features, such as:

• Automated Fraud Detection and Prevention.
• Personalised Customer Experiences and Recommendations.
• Automated Financial Advisory to Customers.
• Real-Time Risk Management.
• 24/7 Customer Support for Improved Satisfaction.

Viva specialises in voice & data solutions with a significant focus on Cloud Telephony, WhatsApp for Business, Contact Centers, Internet Leased Lines, Managed SD-WAN as a service, AI Voice bots, Chatbots & Work from home solutions for enterprises.