Optimizing Customer Interaction with Yacobi Bank's Conversational Platform

This process demonstrates how Yacobi Bank utilizes a conversational cloud platform to deliver a modern digital contact center experience. The platform orchestrates customer journeys seamlessly across AI agents, automations, knowledge bases, and human agents. Each participant in the customer journey benefits from real-time insights and operational statistics, enhancing response and resolution rates while maintaining high customer satisfaction.

Step 1

In the manager workspace on the left, gain a comprehensive, real-time view of messaging operations across the entire platform. This includes monitoring various customer interaction channels, assessing queue statuses for incoming messaging conversations, and reviewing vital operational statistics such as messaging center load, agent response rates, resolution times, and real-time feedback on customer satisfaction and NPS scores.

Step 2

Here, observe the list of all agents logged into the platform and their current status. You'll also find a real-time overview of all bots, whether they are LivePerson bots or third-party integrations, interacting with customers. Managers have the capability to access all ongoing conversations in real-time. For demonstration purposes, Yacobi Bank has initiated an offer targeting Millennial and Gen Z customers for a new loan product.

Step 3

On the right, as a prospective customer, you receive a proactive WhatsApp message from Yacobi Bank. Open the message to view the personalized promotion for the new loan offering. This offer is timely, considering personal milestones such as completing a university degree and planning a holiday before commencing a new job.

Step 4

Proceed to apply for a loan through a direct connection to an AI agent built using LivePerson's AI studio. The AI agent begins by inquiring about the loan's purpose. Respond with a casual explanation, such as planning a vacation before starting a new job, and observe the AI's capability to handle youthful language seamlessly.

Step 5

The agent acknowledges your plan and inquires about the desired loan amount. Pose a more complex query by specifying an amount and repayment period. The AI agent efficiently calculates the APR, repayment amounts, and total payable, demonstrating its problem-solving capabilities.

Step 6

Review the provided financial calculations, including the APR and monthly repayment amounts, ensuring everything appears satisfactory. Confirm the details and allow the AI agent to collect additional necessary information to process the loan application, starting with extracting your name directly from the WhatsApp profile.

Step 7

The AI agent confirms your name and proceeds to verify the telephone number from your WhatsApp profile, requesting confirmation or updates as needed. Confirm the details with a simple affirmation.

Step 8

With the collected information, the agent asks for your confirmation to proceed with the loan application. Upon approval, the initial loan application process is completed, and final confirmation is sought regarding further actions.

Step 9

For demonstration purposes, request a conversation with a human agent to explore additional capabilities of the agent workspace. The transfer is initiated, and you can observe the notification received by the agent, who promptly accepts the conversation.

Step 10

When the conversation is transferred to the agent, an automated conversation summary is generated. This employs generative AI to provide a concise overview of the interactions thus far, alongside customer details sourced from Salesforce CRM.

Step 11

The agent accesses customer information within Salesforce, with YORI having already created a record detailing the loan application information.

Step 12

Experience real-time Salesforce integration via the integration hub. On the screen's left side, view the agent managing five concurrent conversations across multiple channels.

Step 13

View ongoing conversations across Instagram, WhatsApp, Facebook Messenger, Google RCS, and Twitter. Conversations are prioritized based on urgency, such as overdue, active, and idle statuses.

Step 14

Understand how the dynamic capacity algorithm optimizes conversation distribution across human agents, enhancing efficiency by two to four times compared to traditional voice channels.

Step 15

Initiate a dialogue with the customer, maintaining a professional tone through copilot rewrite capabilities for message optimization.

Step 16

Utilize the copilot rewrite tool to ensure appropriate grammar, punctuation, and tone for customer interactions.

Step 17

Send the optimized message to the customer, ensuring clarity and appropriateness. The customer inquires about loan disbursement status.

Step 18

The customer seeks balance confirmation, which is facilitated through agent-assist copilot capabilities.

Step 19

Offer self-service options for balance checks or delegate the query to YORI, the virtual agent, for prompt resolution.

Step 20

Opt for micro-automation to delegate the task to YORI, allowing efficient handling of the customer's account inquiry.

Step 21

YORI intervenes to address the customer's question, confirming which account to check for loan disbursement status.

Step 22

YORI retrieves current account details and confirms a healthy balance, indicating loan disbursement success. The customer expresses satisfaction, and YORI informs the agent of task completion.

Step 23

The agent offers further assistance and employs smart rewrite for optimal communication.

Step 24

The customer confirms satisfaction, enabling the agent to conclude the conversation.

Step 25

Completion of the conversation enhances agent capacity for new interactions, triggers an updated conversation summary, and initiates a post-conversation survey for immediate feedback collection.

Step 26

Customer feedback, including CSAT, NPS, and FCR responses, feeds into comprehensive end-to-end reporting.

Step 27

A comment section is available for additional insights, rounding off the demonstration of LivePerson's AI capabilities and their synergy with human agents, all while maximizing organizational efficiency through the messaging platform.