In the previous version of the website, users had limited possibilities to receive real time support. The content offered was static and the customer experience could be improved.
For Indigo it was a very challenging project that allowed us to work with a major player in the banking sector. This was our first project in the banking sector, which allowed us not only to provide customer care support but also to help with lead generation.
The core of the new website's structure is in fact a Virtual Assistant, which, thanks to artificial intelligence and Machine Learning, offers users the possibility to express their needs directly in natural language, and is active 24/7. The functions performed by the Virtual Assistant can be grouped into two categories.
Messages exchanged between users and chatbots from installation (August 2018) until December 2018.
Requests received as input are answered automatically.
Users asking for information on specific products find the necessary content at the end of the conversation.