The bank built around users' needs thanks to AI

Customer
Santander Consumer Bank
Channel
Virtual assistant for the website
Sector
Banking
The bank built around users' needs thanks to AI
the challenge

The starting point

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.

The starting point

Indigo.ai has worked with Santander Consumer Bank to harness the power of artificial intelligence to improve the customer experience. For Santander Consumer Bank, Indigo.ai created a conversational virtual assistant to be placed on the bank's new corporate website. This conversational experience is one of the strategic touchpoints for Santander Consumer Bank: users who land on the site now have the opportunity to interact with the Bank with ease.

Gianluca Maruzzella - CEO, Indigo.ai

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.

Gianluca Maruzzella - CEO, Indigo.ai
the SOlution

A 24/7 virtual assistant that self-learns from users' questions

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.

A 24/7 virtual assistant that self-learns from users' questions

After an initial research phase, we collected and structured knowledge about Santander Consumer Bank, as well as meeting and interviewing people directly. This not only allowed us to apply artificial intelligence algorithms to these experiences to automate them, but also to understand how to convey this knowledge to end users, designing quick paths for them. In addition, since the virtual assistant is equipped with machine learning, each new request that comes in allows the virtual assistant to grow and improve its language skills: on the one hand strengthening the classification, on the other hand identifying new FAQ to be included in the knowledge base.

The results
The impact of AI on
Santander Consumer Bank
100K

Messages exchanged between users and chatbots from installation (August 2018) until December 2018.

75%

Requests received as input are answered automatically.

80%

Users asking for information on specific products find the necessary content at the end of the conversation.

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