Fulfilling customer requests wasn’t enough
DenizBank Financial Services Group is one of the largest Turkish private banks, with 690 branches and more than 12,000 employees. To stand out, it wants to be the best in efficiency, cost and process management, customer experience (CX), and employee satisfaction.
As an industry leader, DenizBank knew that simply fulfilling customer requests wasn’t enough. So, it leveraged the rich features and open architecture built into the Genesys Engage™ on-premises solution to create a unique proactive service model.
The bank successfully integrated multiple touchpoints, including inbound, outbound, chat, video calls and self-service. And by orchestrating automation with a human touch, the bank incorporated a virtual voice assistant to spot and call customers who needed help. It also finely tuned call routing to deepen personal relationships with customers.
Predicting customer needs with a human touch
Working across departments, the bank created DENIZ, its virtual voice assistant built on the Genesys Voice Platform, by collecting samples of how customers talk when using IVR. Harnessing natural language processing and voice recognition technology, DENIZ doesn’t just pick up on words; it analyzes the customer’s previous interactions across other channels to understand the intent behind a question.
Previously, DenizBank had been using touch-tone, directed dialog IVR systems with complicated menu trees. “That wasn’t popular with customers,” said Esra Turhan, Contact Center Senior Vice President at DenizBank. “We couldn’t work out why they were calling or harvest that data for future improvements. But we knew competitors were adapting IVR for call steering. That’s why we chose to go a step further.”
DenizBank wanted to strike a balance between meeting its growing customer expectations and reducing its costs. “The difference between DENIZ and other assistant services is that it’s proactive,” Turhan added. “If a customer is having trouble with their PIN or needs a higher credit limit, it doesn’t wait until the customer gets in touch ― it calls them.”
DENIZ processes around 4 million inbound and outbound calls a month — increasing service efficiency and boosting brand perception. Customers are given a natural, intuitive experience that’s just like talking to a live human. Using tools such as speech analytics to detect emotion, DENIZ can also tell when a caller is getting frustrated and assist them. If that means transferring a call, DENIZ provides the agent with a summary of the conversation so customers don’t have to repeat themselves.