In a world the place the competitors for buyer loyalty is fierce, RCBC Credit score’s strategy is a game-changer. Quite than merely counting on know-how to unravel all issues or people to do all of the heavy lifting, they’ve discovered a option to make each work collectively seamlessly. And the outcomes? A mannequin for contemporary banking providers that others within the trade can study from.
On this publish, we’ll discover how RCBC Credit score’s daring transfer towards AI and human collaboration is setting a brand new normal for customer support in banking, and how one can apply these classes to remain forward in an more and more aggressive panorama.
Let’s dive into how RCBC Credit score makes this magic occur, the teachings they’ve discovered, and the way others can comply with their lead.
Why RCBC Wanted a Change
RCBC’s bank card enterprise was rising they usually wished to create a brand new channel for customer support and engagement through Fb (because the Philippines was the second-largest Fb market within the Southeast Asian area on the time). Erica (brief for “Digital RCBC Interactive Buyer Assistant”) was, due to this fact, launched in July 2021.
Erica was designed to deal with the highest 4 buyer requests like steadiness inquiries, promo inquiries, card activation and card software. She was a sensible answer – one that would deal with massive volumes of inquiries shortly and effectively with out elevating prices.
Meet Erica: RCBC’s AI Celebrity
Quick ahead to in the present day, Erica manages 5 use circumstances (with the addition of rewards redemptions in April 2023) and is predicted to deal with over 600,000 conversations yearly by the tip of 2023. That’s saving RCBC Credit score a formidable 22 million pesos (i.e.approx $400k) a yr in touch heart prices.
Erica’s actual superpower? She frees up human brokers. Whereas Erica handles the routine stuff, brokers concentrate on high-value duties like serving to clients with mortgage choices or monetary recommendation—areas that want empathy and problem-solving.
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The Good Stability: People and AI Working Collectively
RCBC is aware of that AI alone isn’t sufficient. Right here’s how they’ve struck the suitable steadiness:
- Let AI Deal with the Fundamentals: Erica takes care of repetitive questions like steadiness inquiries, promo inquiries and card activations—24/7.
- People for Advanced Points: When Erica can’t clear up an issue, clients get seamlessly transferred to a human agent. Quickly, RCBC plans to introduce stay chat for these handoffs.
- Empowering Brokers: RCBC is rolling out AI-driven instruments to summarize chats, so brokers don’t waste time on admin work and may focus totally on serving to clients.
This teamwork between people and AI ensures that effectivity doesn’t come at the price of empathy.
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Making Erica a Family Title
Introducing a chatbot is one factor. Getting individuals to make use of it? That’s one other story. RCBC made certain clients knew about Erica via good methods:
- In every single place You Look: Erica’s presence is tough to overlook—she’s featured in Fb posts, contact heart scripts, and extra.
- Brokers Unfold the Phrase: RCBC’s brokers promote Erica, telling callers how the chatbot can shortly deal with duties like rewards redemptions.
- Sluggish and Regular: RCBC eased clients into utilizing Erica by beginning with easy duties. Over time, they added extra options and constructed buyer belief.
Innovator Highlight with Frances Fausto, Head of CX at RCBC
The Outcomes Communicate for Themselves
RCBC tracks key metrics to measure Erica’s success:
- Buyer Satisfaction (CSAT):
Duties dealt with by Erica, like card activations, rating greater in satisfaction in comparison with conventional strategies. - Buyer Effort Rating (CES):
Prospects discover Erica’s interface clean and simple to make use of. - Value Financial savings:
By automating over 600,000 interactions, RCBC saves thousands and thousands in operational prices. - Name Deflection:
With extra clients utilizing Erica, human brokers can now concentrate on strategic duties.
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What’s Subsequent for RCBC and Erica?
RCBC is simply getting began. Right here’s what’s coming subsequent:
- Stay Chat Integration: Seamless transitions from Erica to stay chat brokers for extra complicated queries.
- Extra Use Instances: Addition of rising prime name sorts like payment reversal, card software standing and card supply standing to deflect calls from the hotline or e mail.
- AI-Pushed CRM Summaries: Robotically summarizing chatbot interactions for brokers to entry simply.
Classes for Companies Beginning Their AI Journey
RCBC’s journey is filled with insights for anybody able to dive into AI. Right here’s what you possibly can study:
- Begin Small, Assume Huge
Deal with automating these easy, repetitive duties which have a big effect. It’s a sensible option to dip your toes in with out overwhelming your workforce or assets. - Assist Everybody Get on Board
Educate your clients and staff on how AI could make their lives simpler. When everybody’s within the loop, they’re extra more likely to belief and embrace the change. - AI + People = The Dream Staff
Use AI to deal with the grunt work, however go away the non-public contact and sophisticated points to your human workforce. The most effective outcomes come from letting each do what they do finest. - Measure, Alter, Repeat
Don’t simply set it and overlook it. Maintain monitor of how issues are going, get suggestions, and make enhancements as wanted. This fashion, your AI evolves with your online business and your clients’ wants.
Mixing AI and Human Experience for Future-Prepared Assist
RCBC’s success story highlights the ability of mixing AI and human expertise to create a contemporary, environment friendly buyer assist system. By letting AI deal with routine duties and empowering brokers to concentrate on extra significant interactions, RCBC has constructed a system that’s not solely environment friendly however empathetic—ready for the long run.
For banks and companies seeking to evolve, RCBC’s strategy gives a confirmed roadmap for achievement. It’s not nearly adopting new know-how—it’s about fostering deeper, extra significant buyer connections at scale.
So, Are You Prepared?
By embracing AI-driven options, banks have the chance to remodel their operations, elevate buyer experiences, and safe a aggressive edge in an ever-changing panorama. Leveraging instruments like conversational AI, predictive analytics, and automatic workflows allows the creation of extra clever, customized providers—with out requiring intensive system overhauls.
The trail ahead begins with decisive management. Financial institution leaders should pinpoint high-impact use circumstances, modernize outdated methods, and domesticate a tradition of steady innovation to unlock the complete potential of AI. From streamlining buyer interactions to enhancing danger administration and scaling customized choices, the probabilities are limitless.
For these able to fast-track their transformation, options like Kore.ai AI for Service present a sturdy basis. With pre-configured use circumstances and seamless integration, these instruments permit banks to shortly capitalize on AI’s capabilities. Step into the way forward for banking, embrace daring improvements and prepared the ground on this digital period.
The AI revolution isn’t on the horizon—it’s right here.
Are you ready to grab the chance?
