A voice-led omnichannel solution providing seamless Customer reach &
User experience _
Bangalore, June 08, 2018: 3i Infotech Limited (BSE [1]: 532628 [2], NSE
[3]: 3IINFOTECH [4]), a global Information Technology company unveiled
its latest service offering, ‘Conversational Banking’ at the
recently concluded American Banker event in Colorado Springs, US. Voice
& chat which are central to conversational banking and advanced
analytics such as channel interaction analytics and voice mining are
integrated in this solution to increase cross-selling and minimize
channel attrition leading to a friction-less omnichannel experience.
Conversational Banking is a part of Altiray’s ‘OMNICHANNEL SOLUTION
– CONVERSATIONAL SERVICES’ and is powered by Artificial Intelligence.
The solution provides a 360 degree and holistic approach to converse
with customers and enhance their experience.
The voice-led omnichannel solution finds easy application across
various industries like banking, insurance and healthcare. It
demonstrates how a customer initiates simple or complex transactions,
like applying for a loan, applying for insurance, checking account
balance or renewing policies etc., using voice interaction and if
necessary continue through other digital channels like bot, mobile and
portal. It converses with customers, understands requirements, captures
requisite data and pre populates forms where possible, and uses social
media like LinkedIn or bank aggregators as source.
Speaking on their Next-gen offering, MOHUA SENGUPTA, EVP AND GLOBAL
HEAD OF SERVICES, 3I INFOTECH said, “Following the recent rebranding
of our services business unit to ALTIRAY, we are pleased to announce one
more innovative offering from our stable, which is poised to be a
game-changer in the industry. This further reinforces our commitment to
help enterprises in their digital transformation journey. What this
service provides, essentially, is to allow banks to have seamless
interactions with their customers. We have also forayed into
Conversational Insurance and Healthcare to extend these benefits to
insurers and healthcare providers.”
“In an environment where Voice is the next UI of choice, we want to
be the leaders driving the change. There are reports that by 2022 almost
40% of consumers will use voice assistants, compared to 24% today and
another 31% will use a voice device instead of visiting a branch or
store, compared to 20% today; hence this is a market that’s burgeoning
and waiting to be tapped”, she further added.
The key features of Omnichannel Conversational Services include
SECURITY, DIALOGUING, PERSISTENCE and OPEN API. Here, there is no device
dependency. The approach to the conversational services, is to use Q&A
to answer generic queries; use cognitive services to answer
intelligently; interface with the right backend system through APIs to
get responses; create NLP based responses and present to chat client;
and handoff to human interactions at appropriate time during
conversations.
Corporate Comm India(CCI Newswire)
