Virtual assistants are the next step in reducing bureaucratic processes. “Maria”, the AI of the Effective Financial, which was developed with IBM Watson Assistant in IBM Cloud, has reduced a task of approximately 10 days to only 2 hours.
This virtual assistant, launched in 2019, answers questions about products such as credits, payments, payment dates and more, 24 hours a day, 7 days a week. “María” interacts in natural language and reaches more than 20 thousand interactions per month.
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“Today banks and financial entities face the challenge of being more innovative and responding to market changes in real time”, indicated Álvaro Santa María, general manager of IBM Peru. This became evident during the COVID-19 pandemic.
To adapt to clients’ needs, the financial company adopted a hybrid cloud approach to help automate and optimize its business processes, allowing it to be more agile and respond quickly, as 80% of its 300,000 clients are in the provinces. In this way, for the user, the optimization of processes is essential to reduce response times and unify the experience of this in the different service channelswithout having to leave your city.
Data plays a critical role to help make better business decisions. These make processes more efficient, cost reduction and acceleration of “time to market”. For these reasons, it is key take advantage of a holistic approach based on them. This means establishing a data fabric architecture, which leverages AI to facilitate end-to-end integration of various types of data sources across silos from different areas of the business without having to copy or move any.
“These technological solutions will allow us to have greater efficiencies such as the reduction of time when digitizing our products and services.; and enhance our risk models”, said Juan Carlos Del Alcázar, general manager of Financiera Efectiva. “Maria” is a clear example of efficiency, as she works with hundreds of clients every day, reducing waiting times to just a couple of hours.