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10/11/2011

By Scott Thompson

The Co-operative Banking Group has implemented the initial phase of its internal virtual assistant, Mia.

My Interactive Adviser is enabling staff to answer calls up to 65 per cent faster using Artificial Solutions' natural language technology. Built upon the company’s Teneo platform, this is an intelligent interface that is able to hold two-way, humanlike interactions with the contact centre employees, to quickly provide them with the correct answers to a range of banking and insurance questions. To date Mia has delivered on average a 35 second saving in every call in which she assists.

"We want to offer our customers the most efficient service possible and that means not just resolving queries quickly, but providing a consistent response every time someone contacts us," says Peter Rowbottom, function leader within the Co-operative Banking Group. "Mia, powered by Artificial Solutions' natural language technology, has enabled us not just to improve the customer experience, but is also having a positive effect on call centre staff with the extra assistance helping them achieve their own targets and confidence in providing a consistently accurate message to customers."

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