PostFinance has set up a virtual assistant on its website – the first Swiss financial institution to do so. The chatbot is available around the clock and generates automatic replies to customers’ most frequently asked questions. It was developed by the IT service provider ELCA. The virtual assistant’s launch has been successful and it has already been widely accepted by customers.
For the time being, PostFinance’s virtual assistant only operates in German. It replies automatically to repetitive customer enquiries and is unrestricted by the Contact Center’s opening hours. The virtual assistant was developed by the IT service provider ELCA and is based on Nuance’s standard product “Nina Web”. Various additional services which have only just been developed have been set up to process natural language. These services aim to optimize the virtual agent’s speaking comprehension, improve dialogue management, provide more context and improve its ability to process enquiries. The development phase lasted eleven months.