Finding the balance between human and bot interaction
summary
Bank moves support to mobile with Google Conversational AI and Dialogflow, building language‑specific NLU models and routing for four bot types: information, servicing, sales, advisory. Data shows about 70% of contacts are daily‑banking and roughly 50% of requests are card‑blocking, so designers add confirmation questions to boost deflection, 24/7 automated handling plus queued handover to humans, and reuse ~80% of bot logic across countries; rollout is iterative and data‑driven.
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chapters (8)
- 0:00Human-bot interaction balance
- 2:52Customer experience principles
- 7:07Mobile-first support strategy
- 14:05Chatbots in regulated environments
- 24:54Chatbot personalities and responses
- 37:01Customer satisfaction metrics
- 41:19Automated support benefits
- 44:09Q&A
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