On the one hand, the aim is to improve service quality. On the other, it is to meet the requirements of customers, who demand instant services and information, 24/7.
What is an augmented adviser?
The idea of an 'augmented adviser' is related to the growing use of technological tools to assist advisers. The aims are to:
- Optimise the customer relationship
- Optimise the sales process
- Free up advisers from simple requests and low-added-value tasks, in order to allow them to concentrate on more complex conversations
Augmented advisers are already operational in France's banking sector. Banking providers that have deployed them include Orange Bank, Crédit Mutuel and Société Générale. For example, in 2017, Orange Bank deployed the solution Djingo, which responds to customers 24/7 and performs actions such as blocking and unblocking bank cards.
Which technologies are used?
There are several augmented adviser technologies on the market: IBM Watson,Séreneo, Eloquant, Alcméon, etc. These solutions generally include chatbots, which answer customers, and processing robots in the back office. Most of these solutions are based on:
- NLP (Natural Language Processing), to better understand the tone and content of customer interactions, implement response templates displayed according to the question asked, and detect fraud.
- RPA (Robotic Process Automation), to automate certain tasks, such as completing forms, extracting content, and even blocking and unblocking bank cards.
In 2019, augmented advisers are not considered to be a threat to the profession of customer adviser. On the contrary, they make it possible to create added value by making the customer relationship more productive.