Union Bank of the Philippines - Innovative Use of Technology in Customer Service
Name of Organization / Company: Union Bank of the Philippines, Pasig, NCR, Philippines
Category: Award for the Innovative Use of Technology in Customer Service > Financial Services Industries
Entry Title: Elevating Lives through Personalized Customer Service
Essay
The UnionBank Customer Engagement Group has evolved from the usual way of customer servicing to a robust 24/7 Service & Sales Engagement.
The team has championed their vision of elevating the lives of the UnionBank customers through best-in-class, personalized and delightful customer service and experience. They have passionately and promptly delivered innovative and successful solutions to customers, employees, partners and stakeholders by (1) seizing every opportunity to WOW, (2) thriving in an agile team environment and (3) disrupting the market with trail blazing omni-channel experiences.
With the shift to the Aspect System providing a customizable IVR, Email Management, Workforce Management, the team has advanced towards competing with the Top Banks with the use of real-time informed decisions. This has led to an impressive improvement in the Contact Center’s Speed of Answer, Handle & Resolution Time, Service Levels and Account Security. Given this, the group provided the opportunity to develop the officers to multi-skill and opened opportunities for more profitable initiatives.
Self-Service Options were developed and now accessible through the IVR, Chatbot (Talk To Rafa) and the Web for Client Inquiries and Requests.
UnionBank’s Customer Engagement Group has also launched Talk To Rafa. This is UBP’s proprietary Google-AI powered bot that utiliz es Natural Language Processing (NLP) in order to service prospects and customers via FacebookMessenger.
In a nutshell Rafa is Unionbank’s digital customer engagement personified as a robot assistant. Therefore it runs 24/7, 365 days a year.
Being on Facebook Messenger, Rafa is both web and mobile compatible. Also the bot is compliant with all sensitive data as it uses the OTP protocol for certain features where sensitive data is necessary like card activation or card balances and transactions.
The team continued to create their own trail by bringing into existence following Digital Channels as well:
o RPA – Error Tracking
□ Eliminates the need for human intervention in doing the error tracking. Benefits are transforming our people into a different role in the bank
o RPA – SSE (Bill Manager, Points Redemption)
□ Eliminates the repetitive process to transform our work force into a better role function o Chatbot
□ Provides a digital channel for our clients to do basic self-service transactions. Helped in reducing our calls being offered in our voice channel and improve our services.
o IVRS Improvement (Self Service Inquires)
□ Created a better customer experience to do self-service transactions. Made basic transactions faster and easier. o Sales Enabling Customer Service
□ Instead of just being a service channel for the bank, we are now a revenue generating channel and at the same time a customer service channel
o Improvement in our Customer Service Answer Rate
□ We are now being able to maintain a very good customer service level of 90% and above. o Improvement in our Customer Service Handling Time
□ We are now serving our customer faster and more accurately for a better customer service experience.
LINKS:
URL 2: https://www.pressreader.com/philippines/manila-times/20170515/281998967382417