Bank of Western Australia (BankWest)has selected S1's new Customer Interaction Solution to handle incoming queries across multiple channels, including phone, wireless, email and the Web.
"This is a secure system which gives us a more effective and simpler way of handling the thousands of customer contacts we receive each day," BankWest general manager emerging businesses and systems Chris Whitehead says. "We expect to handle higher volumes of more sophisticated sales and service requests across every contact channel, and at the same time, provide faster and more personal customer service."
The S1 package features Virtual Customer Service Representatives, which use natural language technology from S1's subsidiary, Edify, to intercept customer communications, determine the type of request, access the relevant database or business, retrieve the information and format a response to be delivered automatically, by a call centre representative or by a product specialist in the bank.