In a world where consumer loyalty is tough, RCBC credit approaches are a game changer. Instead of relying on technology just to solve all the problems or humans for all the heavy lifting, they have found both a way to work together without interruption. And the results? A model of modern banking services that other people in the industry can learn.
In this post, we will discover how RCBC credit is setting a new standard for customer service in banking banking by AI and human cooperation, and how you can apply these lessons to move forward in competitive landscape.
Let’s dive on how the RCBC credit makes this magic, the lessons have learned, and how others can follow their superiority.
Why RCBC needs change
RCBC’s credit card business was growing and he Wanted to create a new channel for customer service and engagement through Facebook (Since the second largest Facebook market in the Philippines in the Southeast Asian region). Arica (Short for “Electronic RCBC Interactive Customer Assistant”), therefore, was launched in July 2021.
Erica was designed to deal with what four customer requests Balance inquiry, promo inquiry, card activation and card request. It was a smart solution – which could handle large amounts of inquiries quickly and effectively without increasing costs.
Meet Erica: RCBC’s AI superstar
Erika manages, Erica manages the day forward today Five -use cases (With the rise of rewards in April 2023) and is expected To handle the conversation more than 600,000 annually By the end of 2023. This RCBC savings is an impressive 22 million pyconds in a year in contact center expenses (IEEPPRX $ 400K).
Erica’s real superpower? She frees human agents. Although Erica handles usual equipment, agents focus on high -cost tasks such as debt options or financial advice.
Read the recommended: Increasing credit unions: Mandatory of Banking of Conversation
Perfect balance: man and AI are working together
The RCBC knows that only AI is not enough. Here’s how they hit the right balance:
- Let’s handle the basics: Erica repeatedly takes care of questions such as balance inquiry, promo inquiry and card activities – 24/7.
- Man for complex issues: When Erica cannot solve a problem, consumers are transferred to a human agent without interruption. Soon, the RCBC plans to introduce a chat directly to the hand office.
- Empowering agents: RCBC is developing AI -powered tools to summarize chats, so agents do not waste time at work and can focus on helping users.
The teamwork between humans and AI ensures that performance does not come at the expense of sympathy.
Read the recommended: This conversation helps AI bundle credit unions increase member experience and increase revenue
Erica to make a domestic name
Introducing Chat Boat is one thing. People using it? This is another story. The RCBC made sure that consumers knew about Erica through smart strategies:
- Wherever you see: Erica’s presence is difficult to remember.
- Agents spread the word: RCBC agent promotes Erica, and tells calls how a chatboat can handle rewards such as a job.
- Slowly and stable: The RCBC started with easy tasks and gave users Easy to use Erica. Over time, he added more features and created a customer trust.
Inviter Spot Light with CX chief Francis Fosto in RCBC
The results speak themselves
RCBC detects key matrix to measure Erica’s success:
- Customer Satisfaction (CSAT):
Erica -handed work, such as card activities, score more in satisfaction than traditional methods. - Customer’s attempt score (CES):
Users find Erica’s interface smooth and easy to use. - Cost savings:
Automatically, RCBC saves millions in operational costs, automatically. - Call Defillation:
With more and more users who use Erica, human agents can now focus on strategic tasks.
Read the recommended: How Productive AI is giving new shapes to global industries
What is next for RCBC and Erica?
The RCBC is just starting. What’s coming forward here:
- Direct chat integration: More complicated questions transferred directly from Erica to Chat agents without interruption.
- More -use cases: Emerging top call types such as fee reverse, card application status and card delivery status to remove calls from hotline or email.
- AI-Driven CRM Summary: Automatically summarize the chat boot conversation to easily access agents.
Lessons for business start their AI journey
The RCBC journey is full of insights for everyone ready to dive into AI. What you can learn is this:
- Start Little, Think bigger
Focus on automating the simple, repeated tasks that have a big impact. This is a great way to sink your feet without overcoming your team or resources. - Help everyone to join the board
Know your customers and employees how AI can make their lives easier. When everyone is in the loop, they are more likely to trust and embrace them. - AI + Man = Dream Team
Use AI to handle Grants, but leave personal contact and complex issues to your human team. The best results of both allow both they do. - Measure, adjust, repeat
Don’t just set it and forget it. Keep in mind how matters are going on, get an opinion, and improve as needed. That way, your AI develops with the needs of your business and your customers.
AI and Human Skills for the future ready -to -support support
RCBC’s Successfulness Story highlights The power to connect AI and human skills to create a modern, efficient customer support system. Focus on a more meaningful interaction by allowing AI to handle routine tasks and allow agents to empowerFor, for, for,. rThe CBC has created a system that is not only effective but sympathetic – ready for the future.
For banks and businesses who want to prepare, the RCBC’s approach offers a proven roadmap for success. It’s not just about adoption of new technology – it’s about promoting deep, more meaningful consumer contacts on the scale.
So, are you ready?
Adopting AI -powered solutions, gives banks the opportunity to change their tasks, raise consumer experiences, and gain competitive edge over changing landscapes. Like the beneficiary tools Discussed AI, predicted analytics, and automatic workflows Widespread system maintenance, enables the formation of more intelligent, personal services.
The path forward begins with a decisive leadership. Bank leaders must Identify issues of high effect use, modernize outdated systems, and promote continuous innovation culture to unlock AI’s full potential. From smooth customer dialogue to enhancing risk management and scaling personal offers, possibilities are unlimited.
For those who are willing to track their changes faster, such as solutions Kore.Ai AI for the service Provide a strong foundation. With pre -made use issues and smooth integration, these tools allow banks to immediately take advantage of AI’s capabilities. Take steps in the future of banking, embrace courageous innovations and guide them in this digital age.
The AI ​​revolution is not on the horizon – it is here.
Are you ready to take advantage of the opportunity?
