Financial services provider SCU has announced it will be launching an artificial intelligence-based innovation that will provide 24/7 customer service on its website.
Striving for a solution that would provide customers a more engaging experience online, SCU partnered with Sydney-based fintech company Epictenet to implement a unique platform that is set to bridge the gap between human interaction and online.
The sophisticated new AI-based platform, called Let’s Chat (in its initial phase), is programmed to respond to general queries related to home loans, personal loans, credit cards and insurance products where customers can expect personalised help and service instantly.
At a later phase, the full implementation of Let’s Chat, will allow SCU to process an entire home loan application within the platform, taking the customer through a friction-free journey from enquiry through to the submission of a home loan application.
Let’s Chat is incredibly human-like, communicating in a conversational manner that matches the tone and voice of SCU and adopts machine learning technologies to answer an array of customer queries.
Most importantly, Let’s Chat is developed with the intelligence to prompt customer service staff when a human touch is required, making it a truly frictionless and consistent customer experience.
Customers can choose to interact on Let’s Chat from a selection of communication modes that include text or touch. Let’s Chat is an amalgamation of AI and machine learning woven together with a user interface that enhances the online customer experience considerably.
SCU chief executive Ashley Jennings said: “Epictenet have developed a very unique solution for SCU that allows SCU to serve an infinite number of customers at the same time, allowing us to leapfrog in our innovation journey.”