ING Turkey is the 1st bank to use Conversational AI in collection call process in Turkey. Using Conversational IVR technology, ING Turkey digitizes the customer experience and benefits from automation to reduce agent workload.
DECREASE IN LIVE AGENT WORKLOAD
AGENT TIME SAVED EVERY MONTH
INCREASE IN CUSTOMER PAYMENT PROMISES
“ Sestek Conversational IVR provides us with automation for our collection processes. We now manage more than 50% of the collection calls to customers via Conversational IVR. As a result, customer payment agreements increased by 58% in digital channelsCollection Director ING TURKEY
ING Turkey was searching for a solution to decrease the repetitive tasks done by agents so they can focus on value-added and complex customer issues. ING Turkey wanted to offer a new customer journey for collection calls; their purpose was to increase efficiency by calling customers in the early collection phase. They mainly aimed to increase digital channel interactions with conversational AI.
Thanks to Conversational IVR technology, instead of one-way interaction offering a pre-defined expected payment date to customers, ING can now assess and decide the exact payment date with the customers through a natural dialogue interface. All process is handled via natural dialogue. Thus, a new collection process has been created for customers. On the other hand, this new process enabled the ING collection team to eliminate customers who don’t need live agent support so that live agents can focus on customers who need more information and guidance with their financial difficulties. This new process improved customer and agent experience simultaneously.
Conversational IVR solution combines speech recognition (SR) and natural language processing (NLP) techologies. It replaces frustrating and confusing touch-tone IVR menus with simple verbal requests. Customers only need to say their intention to be routed to the correct IVR menu. The technology handles calls more effectively, saves on operational costs, saves customer time, and increases satisfaction.
As a subsidiary of ING Group, ING Turkey is one of the leading banks, with more than 3200 employees and 150+ branches in Turkey. Operating in line with ING Group’s purpose of empowering people to stay a step ahead in life and in business, ING Turkey takes leading steps in the banking sector and in digital banking, specifically to be the leading digital institution in Turkey. ING Turkey, which operates to provide easy service to its customers from anywhere and anytime, develops ordinary. Still, inside-of-life solutions make its customer’s life easier and put superior customer experience at the center of its strategy.
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