The Challenge
As the largest privately-owned bank in Portugal, Millennium BCP has a commercial team with more than 5000 employees. To perform the best way possible, it’s essential to continuously empower them with the knowledge they need and rapidly clarify all their doubts. And that’s the role of the COM Support department. Previously, they had a traditional call center channel, which did not allow them to achieve the desired efficiency level in terms of speed and availability. Each operator could only attend one person at a time during business hours. On the other hand, it was considerably based on a reactive approach. Millennium BCP wanted to go further, understanding their real needs and anticipating them. They were looking for a solution that would increase agility through automation. The decision was to implement an intelligent chatbot with Visor.ai.
The Solution
Millennium BCP chose Visor’s platform to create and evolve its intelligent chatbot, named Max, as the preferred channel to support all the bank’s commercial networks. It all started with the existing knowledge base, reviewed together with Visor.ai and with the products/services owners, and placed in Max. Then, daily, the chatbot is autonomously enriched by the COM Support team with all the news and updates regarding the bank’s procedures and offers. When there is any question, Max immediately answers. If the person needs further clarification or something more complex, a ComDirect human agent steps in, uses the Live Chat feature on the Visor.ai solution, and the issue is resolved. These types of questions are monitored and “taught” to Max. As Millennium BCP usually says, Max may not be able to answer a certain question today. Still, tomorrow he will undoubtedly be, which allows for a constant increment in automation.
The Results
The new Millennium BCP chatbot powered by Visor.ai doubled the efficiency of the bank’s support team: identifying the topics that need help the most, serving many more people, and addressing queries much faster. Thanks to Max, commercial support is now available 24*7*365, improving everyone’s satisfaction and productivity. The chatbot started with a 65% in automation in 2021; the goal is to increase it to 80%. In other words, 80% of the questions and processes are solved without human intervention.
