Profuturo is a funds manager that operates in 55 countries across 5 continents, in 80 languages. They specialize in retirement account management, and provide several financial vehicles for their customers to choose from.
They recently modernized their customer support with a conversational user interface (or chatbot) powered by Oracle Digital Assistant and very quickly saw a 150% increase in service levels and 30% reduction in operational costs. Their chatbot is called Alba and is available to customers from the Profuturo.mx web site.
150% Increase in service levels
ODA conversational interfaces ('channels') are provided OOTB for webpages, messaging apps, collaboration tools/portals, smart speakers, etc. By implementing ODA, Profuturo customers now can visit their webpage and ask account questions directly a chatbot, and any time of the day… a much requested feature.
30% reduction in operational costs
Almost 30 million of their customers want to know the account balances on their retirement accounts, making phone calls to a 'live' agent very expensive. By placing an ODA skill on the digital site, customers can use a chatbot to get that information.
Unlike a call center, chatbots can run 24×7, and can scale out when demanded, hence customer satisfaction has reached new levels. "The ODA benefits we are getting are helping us modernize and improve the customer experience, no matter what time of day" says (Profuturo)…
