What’s the balance on
my savings account
As of 10/25 5:49pm ET, the balance of your Savings account ending in 4114 is $1,250.85
As of 10/25 5:50pm ET, the balance of your Checking account ending in 6640 is $227.03
You have successfully transferred $1,000.00 from your Savings to your Checking account. New balance on CHK4114: $1,227.03
call me please
Please let us know what you would like to talk about. E.g. send “I’d like to apply for a loan”
I need a credit line and information on interest rates.
Just to confirm, you would like to speak to a personal banking advisor about a loan?
The current wait time is approx. 7 minutes. The next available agent will call you at 321-202-1724 to discuss your question.
5 minutes later
Hi, this is Marc from Monument Bank. I can see you have a question about our loan options and interests rates?
Customer service should be easy. In particular, customers shouldn’t be forced to learn a new “texting language” or cryptic commands such as “BAL SAV4114” to get the balance of their savings account.
Monument Bank makes customer self-service easy by letting you ask questions the way you know best: in natural, conversational language.
The system can process responses in English (and many more languages) using Natural Language Understanding (NLU).
The interaction is fully automated yet looks and feels like a conversation with a person. The responses from Monument Bank come within seconds.
This is Interactive Text Response (ITR).
Natural Language doesn’t mean “long sentences”. A simple command such as “Transfer 1000” can easily be understood to mean “transfer $1000 from my savings account ending in 4114 to my checking account ending in 6640”. In human language, context is king.
Monument Bank confirms the internal funds transfer within seconds. Note that no authentication is necessary, as no money is leaving your accounts – you are merely shifting funds between your accounts.
As a customer, you should never feel like you’re left alone with your questions. Automation can only do so much for you, after all. Therefore it is crucial that you leave a door open to live assistance through agents in the contact center.
Monument Bank integrates the Interactive Text Response solution with the contact center and uses the text channel to prequalify the caller before connecting them to live service. The ITR now does the job of the IVR.
Natural Language Understanding (NLU) can interpret the customer intent and asks for confirmation.
The system receives the current wait time for the agent queue that corresponds with the customer’s question. It announces the estimated time in which they can expect a call from an agent.
The agent getting the callback request sees the previous interactions on his screen before placing the call. The result is a more continuous experience as the customer shifts from self-service texting to a live phone call with a customer service representative.
We call this Experience Continuity.
This concludes our demonstration.
Return to the start scren tap the home button at the bottom of the phone to start again.