Total 586 words used.
Q, the digital assistant from QNB Finansbank, represents a transformative step in customer service within the financial sector. It democratizes 'private client representative' services, once exclusive, now available to all QNB Finansbank customers. This initiative signifies a significant shift towards customer-centricity, making sophisticated financial management accessible to everyone.
Q employs advanced AI and pattern recognition to handle tasks like bill payments and rent, while also understanding individual preferences for personalized reminders and advice. This offers customers both time savings and a sense of security, enhancing the digital banking experience.
Beyond basic tasks, Q acts as a knowledgeable relationship manager, intimately familiar with each customer’s financial situation, offering proactive management and tailored solutions. It anticipates customer needs, offering solutions before they're requested, and fosters a more intuitive customer-bank relationship.
Utilizing big data for predicting customer preferences, Q exemplifies innovation in customer service. Its scenario management system and conversational UI simplify transactions and adapt to individual needs, providing a seamless banking experience.
Q has revolutionized personalized banking by introducing advanced, scenario-based customer service. This innovative approach enables Q to tailor its functionality to a diverse range of customer needs, creating a uniquely customized banking experience. One of the most significant developments in this period has been the implementation of 'Moment of Truth' (MoT) scenarios. These scenarios are meticulously designed to address customer issues in real-time, ensuring swift and efficient problem resolution.
For instance, MoT scenarios can instantly resolve issues encountered during transactions. If a customer's credit card limit falls below a certain threshold or is restricted for internet purchases, Q immediately offers a straightforward solution. With just a single click, customers can reactivate their card for online transactions, thereby ensuring uninterrupted shopping experiences. Furthermore, MoT scenarios prevent double payments by alerting customers to potential errors and initiating chargeback procedures when necessary.
Also Q proactively monitors customer activities to anticipate and prevent potential issues. For example, when a customer subscribes to a new service, Q offers the option to set reminders or cancel subscriptions before incurring additional charges. Q also alerts customers to unexpected bill increases.
In 2022, Q took a significant step forward by upgrading its Natural Language Processing (NLP) model, leading to a notable improvement in query understanding accuracy to 98%.
Q has innovated the realm of banking by introducing a personalized customer representative service that is both simple and efficient, saving valuable time for our users. Over the past four years, hundreds of thousands of diverse customers have engaged with a multitude of different scenarios through Q, and this engagement continues to grow. Each day, Q expands its array of offered scenarios, constantly enhancing the customer experience. As Q has been evolving, our customers have warmly embraced this superior experience, a fact that is clearly mirrored in our impressive usage statistics and customer satisfaction rates.
- 4.1 Mio active customers, increased ~ %85 in the last two years
- Enhanced customer engagement, reflected in a ~25% increase in sessions per customer over the last two years.
- Mobile active customer ratio also active in Q, reaching approximately 70%.
- Near-perfect correct comprehension rate achieved through in-house developed models
- Bank profitability for customers using Q is ~40% higher compared to non-users.
As a result, thanks to the features developed in Q in the last 2 years, it has touched the lives of millions of users, providing a smooth personal digital banking experience and saving our customers a lot of time. Q continues to stand by millions of customers with its proactive and instant support, user-friendly interface and advanced technical infrastructure.
Nomination Title: INNOVATİVE USE OF TECHNOLOGY
