In the previous version of the Santander Consumer Bank website, users had limited possibilities to receive real-time support. The content offered was static and the customer experience could be improved.
For Indigo.ai, the creation of the conversational virtual assistant for Santander Consumer Bank 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 provide concrete help with lead generation.
The centrepiece of the new website is in fact a virtual assistant, which, thanks to artificial intelligence and machine learning, offers users the possibility of expressing their needs directly in natural language. The virtual assistant is active 24/7 and performs various functions that 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.