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Case Study

Global Bank uses Emotion AI on chatbot to nurture CX

February 23, 2023
10 min

Chatbots have taken the digital customer service space by storm. A study claims that by 2022, banks will automate up to 90% of customer interaction via Chatbots. Having said that, the digital banking system is still struggling to perform seamless customer engagement using Chatbot.

A Fortune Global 500 company was looking for a solution to optimize the UX/UI performance of a Chatbot for their banking client. Entropik Tech’s emotion AI solution – Affect UX, was deployed to deliver a seamless Chatbot experience for the bank.

According to Chatbot Magazine, businesses can reduce customer service costs by up to 30% by deploying an efficient chatbot interface. However, one of the key challenges businesses are facing with Chatbot is that it lacks emotional intelligence, and it is inefficient to any make human-like customer interactions.

Entropik’s emotional AI solution empowered the banking Chatbot with improved UX / UI and actionable emotion insights, and thus, making every customer conversation via Chabot more contextual and humane in nature.

Affect UX conducted a comparative analysis, measured customer engagement, and generated competitive benchmarking on the banking chatbot. Thus, it helped the bank to enhance UX/UI and optimize chatbot conversation, leading to excellent customer engagement and experience.

Key Highlights

  • Identified the Inefficiencies in chatbot conversational flow
  • Provided Actionable Insights to Increase Customer Engagement
  • Maximized Chatbot Optimization in a Beta stage by 21%

Entropik’s Affect UX equips digital-first brands to analyze and optimize customer engagement across all digital platforms, including Chatbots.

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