Banking & Insurance
Conversational Banking
watsonx Assistant enables customers to ask questions or request services using natural language – anytime, anywhere and on any device. While customers perform important requests such as transferring funds between accounts, applying for a mortgage or inquiring about the bank’s commercial loan policies, watsonx is secure, fast and simple.
Incede develops the virtual assistant’s dialog by integrating a trained model of targeted intents, associated entities,and triggers that personalizes the experiences while ensuring accuracy and compliance.
Royal Bank of Scotland
- Increased Net Promoter Score (NPS) by 20%
- Surface the actual questions customers are asking
- understand customer sentiment, like unhappiness or frustration, and change its tone and actions accordingly
Creval Banking Group
- Increased Net Promoter Score (NPS) by 20%
- Surface the actual questions customers are asking
- understand customer sentiment, like unhappiness or frustration, and change its tone and actions accordingly
Automating Call Center Services
Integrating Watson Discovery with watsonx Assistant allows employees to ask questions about products, services or regulations – instantly and without burdening the call center. The virtual assistant’s dialog is enhanced by marking, annotating and training a model to understand documents such as financial statements, credit bureau reports and business agreements.
Using Smart Document Understanding (SDU), Incede customizes the solution to ingest new documents and recognize structure and elements such as title, subtitle, author and complex content such as tables, images and citations.
CaixaBank Case Study
- 80% of queries answered instantly, reducing call center volumes
- Accelerates access to product and service information for employees
- Enables faster and more responsive customer services
