As a bank committed to driving the future of the Thai financial industry, ttb serves over 10 million customers, with more than 6.3 billion data points and over 350 digital applications at their disposal.
One of ttb’s primary objectives is to provide the best possible customer experience by personalizing communication to better resonate with each individual, utilizing technology to create more opportunities for customers.
In recent years, communication through applications in Thailand has rapidly evolved. Previously, apps like ttb touch did not prioritize communication, leading to inefficiencies.
To address this, ttb tackled the issue by starting with customer interviews, gathering crucial insights from both regular and non-customers to enhance the efficiency of tablet communication and other needs.
Expanding banners for clearer impact and utilizing personalized messages to differentiate between marketing and content, ttb focused on capturing more interest effectively.
Effective communication for ttb also means messages must align with customers’ daily lives using relevant imagery for a more engaging content experience.
ttb touch goes beyond advertising or selling products, aiming to create genuine customer connections through greetings, memory reminders, and important messages to enhance customer engagement.
Designing necessary messages such as security alerts, system updates, or ID expiration reminders is crucial. Messages should be clear, non-intrusive, and engaging at the right times.
After updating the ttb touch app, impressive results were seen with a 12.3% increase in view rates and an 11.4% click rate, surpassing social media and other channels. Conversion rates significantly improved:
– 24% increase in account openings
– 50% increase in credit card applications
– 80% increase in loan disbursements
– 250% increase in insurance purchases
Elevating the Yindee chatbot to enhance customer satisfaction, ttb developed the chatbot powered by Generative AI to facilitate 24/7 access to information and transactions without relying on call center agents.
Recognizing the challenge of increased customer inquiries, particularly at night, ttb introduced AI through the Yindee chatbot to address common queries efficiently, significantly reducing the workload.
Yindee effectively manages routine queries such as balance checks, transfers, memory prompts, and even detects customer emotions for personalized responses, resulting in increased customer satisfaction.
Utilizing the chatbot, ttb successfully resolves 55% of customer issues, redirecting the remaining 45% to agents when necessary, leading to over 80% customer satisfaction.
AI serves as a tool to enhance employee productivity, emphasizing the importance of developing employee skills to work alongside AI effectively and utilize customer data efficiently.
ttb emphasizes that AI complements rather than replaces humans, enhancing capabilities and enabling employees to work faster and more efficiently, focusing on value-added tasks.
With vast amounts of data at their disposal, ttb is able to provide tailored customer service effectively. Leveraging cloud technology from Microsoft allows ttb to build a Data Lake, consolidating data for convenient real-time access, making efficient use of AI within the bank environment.
TLDR: ttb is using technology and AI to enhance customer experience, improve communication efficiency, and drive satisfaction through personalized interactions and innovative tools.
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