Erste realized their contact centre has a greatly expensive maintenance fee even though the bank’s top 100 Frequently Asked Question is always the same.
“Mira” is a well-prepared, sci-fi chatbot, who can answer customer questions in 30 different topics.
Her main function is to supplement human colleagues at the bank’s contact centre. Customers can ask her about new accounts, deposit, bank cards, mobile bank, mobilepay, travel insurances, personal loan, and many more.
Within the chatbot, customers are able to find the nearest ATM (selected from the chatbot menu, free-text search, or sending your own position). We also built in a GIRO-IBAN calculator, where the customer can calculate the IBAN equivalent of the Hungarian GIRO bank account numbers. The chatbot also features Live chat.
As a part of the introductory campaign, we promoted Mira on Viber with a stunning, humorous, sticker pack campaign. Sticker downloaders immediately get in touch with the chatbot.