The FinTech conglomerate Grupo CS* is using the Oracle Digital Assistant in their people-centered omnichannel strategy to be "anytime, anywhere" and deliver a memorable experience in every interaction with its various stakeholders, especially to serve the immediate needs of an increasingly hyper-reported and hyper-connected consumer.
With this virtual assistant, people save time and can self-manage their requests quickly and smoothly, without having to visit a branch or request the attention of a human agent, allowing Grupo CS to provide comprehensive wellness and better quality of service to its more than 128 thousand associates and customers.
This vision and its infinite adaptability have led the organization to strengthen its physical and digital contact channels to provide a comprehensive, efficient, and accessible service to optimize and decrease response times, operational cost, and at the same time, deliver agility, self-management, and faster customer response times. This has been achieved through a migration path of its technological architecture and the use of artificial intelligence that allows it to strengthen its physical and digital communication channels to facilitate people's lives.
For example, they have implemented ODA to create conversational interfaces to immediately address the requests and needs of its customers. This Grupo CS digital assistant, called Apollo, has been highly accepted, with a significant growth in its monthly traffic (between 7,000 and 16,000 conversations deflected), allowing end-user to self-manage their requests quickly and agilely.
Apollo is present in the organization's WhatsApp and Facebook instant messaging channels. It also offers a wide range of services to provide information and facilitate user interaction within Grupo CS.
Within the services it offers are:
Detailed Product and Service Information: requirements, benefits, costs, and services related to financial products such as savings, investments, credits, cards, assists, and insurance.
Option to purchase savings and credit products: through forms or by communicating with a human agent, users have the opportunity to purchase financial products that fit their needs and preferences.
Digital channel and service information: Apollo provides information about the times and address of the branch network throughout the country.
Interactive tools – systems have been implemented that allow users to query statement, use certificate reversal calculators, calculate credit quotas, view overage amounts, and more.
Smart Forms: The Digital Assistant provides smart forms that allow users self-manage services for point redemptions, country exit permits, intra-finance, purchase transfers, and more, without having to visit a branch.
Results: self-served requests offloaded to Apollo in 2022
• 121,946 conversations
• 306 Country Exit Reports (TC)
• 136 intra-financing requests
• 1323 redemption points transacted
* Grupo CS and its companies: Grupo CS, CS Ahorro y Crédito, CS Corredora de Seguros e Innovalex.
