<?xml version="1.0" encoding="UTF-8"?><rss version="2.0" xmlns:content="http://purl.org/rss/1.0/modules/content/" xmlns:wfw="http://wellformedweb.org/CommentAPI/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:sy="http://purl.org/rss/1.0/modules/syndication/" xmlns:slash="http://purl.org/rss/1.0/modules/slash/" > <channel> <title>#1 in Conversational Banking — Chatbots.Studio</title> <atom:link href="https://bank.chatbots.studio/feed/" rel="self" type="application/rss+xml" /> <link>https://bank.chatbots.studio/</link> <description>Digital transformation for banking products in conversational channel. Chatbots for banks development. Digital Bank in Apple Business Chat, Google Business Messages, WhatsApp, Messenger, Viber, Telegram, Line, WeChat and other messengers</description> <lastBuildDate>Thu, 03 Nov 2022 03:13:47 +0000</lastBuildDate> <language>en-US</language> <sy:updatePeriod> hourly </sy:updatePeriod> <sy:updateFrequency> 1 </sy:updateFrequency> <generator>https://wordpress.org/?v=6.9.4</generator> <image> <url>https://bank.chatbots.studio/wp-content/uploads/2020/09/favicon-36x36.png</url> <title>#1 in Conversational Banking — Chatbots.Studio</title> <link>https://bank.chatbots.studio/</link> <width>32</width> <height>32</height> </image> <item> <title>Finbot 2020: Trends in Bank Chatbots Among the Market Leaders</title> <link>https://bank.chatbots.studio/blog/finbot-2020-banking-chatbot-trends/?lang=en</link> <dc:creator><![CDATA[Igor Luzhanskiy]]></dc:creator> <pubDate>Wed, 29 Jul 2020 09:50:00 +0000</pubDate> <category><![CDATA[Blog]]></category> <category><![CDATA[MSME banking]]></category> <category><![CDATA[Retail banking]]></category> <guid isPermaLink="false">https://bank.chatbots.studio/?p=1608</guid> <description><![CDATA[<p>On June 30, an online conference Finbot 2020 was held – a case conference on chatbots, robots in voice channels...</p> <p>The post <a href="https://bank.chatbots.studio/blog/finbot-2020-banking-chatbot-trends/?lang=en">Finbot 2020: Trends in Bank Chatbots Among the Market Leaders</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></description> <content:encoded><![CDATA[ <p>On June 30, an online conference Finbot 2020 was held – a case conference on chatbots, robots in voice channels and virtual assistants for banks, at which Igor Luzhansky (Co-founder of Chatbots.Studio), together with Vladimir Yastrebkov (Head of the Directorate for Product and Technology Development at VTB Group) talked about the joint case of creating a chatbot on Facebook Messenger.</p> <p>In addition to the presentation of the Chatbots.Studio case, the conference featured other significant in our opinion case sessions about chatbots and virtual assistants from representatives of Sberbank, VTB Bank Group, Alfa Bank, Accenture, Raiffeisenbank, Rosbank, Tinkoff and other banks.</p> <p>In this article, we would like to touch upon the particularly interesting achievements made at the conference.</p> <h2 class="wp-block-heading">VTB: how to deal with the collapse of quality assessment during a pandemic</h2> <p> In December 2018, the ability to access the functions of the client-bank in the chatbot became available to the bank’s clients. It took the team about 5 months to put the bot into mass production (Dec 2018 – April 2019).</p> <p>Alexander Raihin, Head of the Department at VTB Bank, shared his story of solving the problems associated with the pandemic.</p> <p>During the pandemic, the volume of traffic to both the VTB Bank chatbot and the contact center increased sharply. It was a difficult period and we had to act in a stop-fire mode.</p> <p>Problems encountered during the pandemic:</p> <ul class="wp-block-list"> <li>Due to the growth of customers on the hotline, all chat operators were transferred to the contact center, leaving only the bot in the chatbot</li> <li>Frequently asked topics have changed and changed within a short time</li> <li>The chatbot stopped responding to current user questions and the bot’s performance rating decreased</li> <li>I had to forcibly reduce the accuracy of the bot’s response from 40% to 20%</li> </ul> <p>To assess the quality of a chatbot in a team, the CSI metric is used, measured on a 5-point scale. The metric was introduced in December 2018, after the creation of a pilot version of the chatbot.</p> <p>The solution:</p> <ul class="wp-block-list"> <li>We expanded customer service channels and launched bots in the Internet bank and Viber</li> <li>In a short time, we launched a bot to receive applications for credit vacations</li> <li>Analysis of popular topics focus on 5-10 to-topics and daily releases of new bot scenarios, or even 2-3 times a day</li> <li>Increase in the number of repeated requests</li> <li>Focus on negative customer feedback and troubleshooting</li> <li>Implemented the function of notification about unread responses for the client in the form of push notifications</li> </ul> <p>Thus, eliminating problems in the chatbot, the team managed to cope with user requests for the period from 16.03 to 8.06, stop the drop in the bot’s performance rating and even reach a higher indicator than it was before the pandemic – from 4.42 to 03.16-29.03 to reach the rating 4.52 to 8.06. At the moment, the bank has a chatbot for WhatsApp and an omnichannel bot with a voice assistant in development.</p> <h2 class="wp-block-heading">Sberbank: launching a chatbot for legal entities on the market</h2> <p>Sberbank was represented at the conference by Sofya Makushova, the Owner of the Chatbot for YL product.</p> <p>Among legal entities, Sberbank provides services for 2.4 million clients, which are served by nearly 4,000 employees. The bank launched a chatbot for legal entities in 2019, and by the end of the year, online chat served 9% of applications among other channels of communication with a client. Already at that time, the company noted a 2-fold decrease in the cost of customer service relative to calls with an operator. To process FAQ and dialog scripts, the bank uses an internal NLP platform that serves chats for retail and corporate clients.</p> <p>As of March 2020, the bank through chat service channels (in chats on the website, WhatsApp, Web SBBOL and SBBOL mobile application) closes 172,000 calls per month, which are serviced. In addition, in 2020, online chat is already serving 17% of customer requests with a CSI of 85% (approx. CSI – customer satisfaction index).</p> <p>The ability to glue multiple user messages into one intent was introduced, without running scripts for each message separately – which significantly increased FCR.</p> <p>FCR (First-Call Resolution) – a metric of the Customer Support departments, measured in the number of resolved customer issues on one line within 1 hour. International standard – at least 80%.</p> <p>Now the bot is testing the functions of proactive communication with the client, which allows not only serving current applications, but also offering banking products. And also, data is being collected to target this function if possible</p> <h2 class="wp-block-heading">Yandex Money: a brief history and results of a chatbot for a payment service</h2> <p>Among popular services for electronic payments in Russia, Yandex.Money comes in second place. At the conference, Dmitry Ofitserov, Head of the Yandex.Money client service development department, shared his success story and information on the volume of the chatbot’s work.</p> <p>At the time of the search for the optimal chat solution for the payment service, 20% of all requests were already served in the chat of the mobile application and in the chat on the Yandex.Money website. Previously, the company already had a successful case of automating Yandex.Mail processes using chat solutions. With the introduction of the virtual assistant, it was planned to automate the processing of a third of calls, without operator intervention. The chat assistant was originally implemented only in the mobile application and under the name Moneybot.</p> <p>Moneybot serves clients’ requests for opening wallets, ways to replenish them, limits, commissions, cashback, and also advises on the issuance of virtual cards, working with payments and transfers, contactless payment methods and withdrawal options.</p> <p>After 10 months of operation of the Moneybot, the volume of requests processed in the chatbot was increased to 41%, and the accuracy of the answer was recorded by 85% within 220 topics and 272 scenarios. In the future, the chatbot plans to cover up to 60% of requests and introduce personalization through integration with internal systems. In addition, Dmitry shared information that the chatbot has already paid off and only two people are engaged in its maintenance.</p> <h2 class="wp-block-heading">VTB Azerbaijan: neobank in messenger, Chatbots.Studio case</h2> <p>VTB was represented at the conference by Vladimir Yastrebkov. After 10 years of operation of VTB Bank Azerbaijan and reaching a retail client base of 10,000 clients, in 2019 the revision of strategic priorities was towards the digitalization of the bank’s processes and a non-trivial task was set: to figure out how to quickly increase the volume of business without any serious investments from side of the parent company.</p> <p>The choice fell on the chatbot in Facebook Messenger as an inexpensive solution compared to a mobile application and a quick solution to market.</p> <figure class="wp-block-image"><img decoding="async" src="https://lh6.googleusercontent.com/LRFdKhVtPCwg1AwGuDDZrWWFi_9UeCtOBxqHEd64EYnOyqwTaYzh3ZZHOpu7nTuMAFCIN_Q7pfrL_eokwnPmNaGRhmMWqDunXnpYlPbgglpX_QCej09sU6tdFtp-YK_VuRlATHG0" alt="" /></figure> <p>How the bot works: most often a new client learns from an advertisement received directly in the messenger, or from a message from friends who already use banking services in the chatbot. When switching to a contact, the client can get himself a virtual prepaid DIRECT card.</p> <p>So far, DIRECT serves only Azerbaijani customers, but the technology has the potential to be applied in other divisions of VTB Group. Technically, the chat solution allows you to deploy another digital bank in the messenger in just 2 months. At the moment, the product is used by several thousand customers, and in the feedback, customers note the speed and convenience of working in the messenger.</p> <p>You can find out more about it on the case page of the chatbot for VTB or in the bank’s article on habr.</p> <h2 class="wp-block-heading">Alfa-bank: chatbot performance evaluation metrics</h2> <p>Alfa-Bank was represented by Nikita Komarov, Product Analyst, and Natalya Balyberdina, Head of Digital Online Channels Development.</p> <p>The percentage of full automation of service in the chat of Alfa-Bank has grown from 8% to 16% since April 2019. The chatbot’s penetration into dialogs increased from 18% to 26%, and the chatbot analytics pipeline was also tuned.</p> <p>Nikita Komarov talked what groups of metrics to measure the work of chat solutions, in the context of three levels – model, scenario and user.</p> <p>The model can be measured by 3 parameters:</p> <ul class="wp-block-list"> <li>Distribution of confidence in answers</li> <li>Confusion matrix</li> <li>F-score</li> </ul> <p>Among scenario metrics</p> <ul class="wp-block-list"> <li>Successful closure of sessions</li> <li>Number of repetitions of intent</li> <li>Number of operator calls</li> <li>Negativeness and user ratings</li> </ul> <p>User metrics measure accuracy, automation, or any other time-based metric.</p> <h2 class="wp-block-heading">Omilia: a human-like user experience through voice assistants</h2> <p>Platon Begun, Director of Business Development in Russia at Omilia, presented on a live demo the ability to recognize user intents in a dialogue with a voice assistant. Due to the flexible context memory of the platform, the technology handles unstructured user cues, ambiguous cues and mentions in the context of the current conversation.</p> <p>Among the metrics of the accuracy of the company’s voice solution:</p> <ul class="wp-block-list"> <li>21 languages for deep speech recognition</li> <li>Serving 15 countries</li> <li>Semantic accuracy 96%</li> <li>90% of dialogs completed successfully</li> </ul> <p>The speaker also noted that for the introduction of the company’s voice technology into the omnichannel customer service, it is most convenient to implement through the client’s chat platform. Among the cases are Piraeus Bank, Alpha Bank, Eurobank and Alfa Bank.</p> <h2 class="wp-block-heading">Raiffeisenbank: Dynamics of growth in popularity of calls to chat channels in 2017-2019</h2> <p>The chat channel was launched at the end of 2017 and then it served about 2% of requests. By December, the share of calls to chat was 18%.</p> <p>In 2018, to clarify the relevance of the bot’s intents, the chat solution team conducted several customer surveys on a sample of 1000+ respondents. From the survey, it turned out that the most popular user requests – questions about ATMs and branches, online banking, followed by questions about debit cards and loans – were the focus for optimizing chatbots.</p> <p>In 2019, Raiffeisenbank’s clients began to visit branches 30% less frequently than a year earlier, preferring to resolve their issues through technological communication channels. For example, 80% of active customers use a mobile application, and the number of transactions in the Internet and mobile banking increased by 60%.</p> <p>“In 2019, the number of client calls through chats has more than quadrupled – from 38 thousand to 165 thousand, and the trend for the migration of clients in them has significantly increased in 2019. A year ago, only every 12th call to the contact center came via chat, now every third one. “</p> <p>And already at the end of 2019, Raiffeisenbank issued a press release, in which it was reported that the bank was launching a virtual assistant based on machine learning (ML) through the channels: WhatsApp, Telegram, Viber, in the Internet and mobile banking, on the bank’s website for individuals and small and micro-businesses. According to Ilya Shchirov: “The popularity of remote channels of communication between clients and the bank is growing, and today we already receive more than 35% of calls through chat, we expect that this share will already be 50% by the end of 2021. The virtual assistant, according to our calculations, will increase the efficiency of non-voice communication channels by 40% by the end of 2021″</p> <h2 class="wp-block-heading">Summing up</h2> <p>Many interesting cases of banks were presented at the conference. The speakers showed what bots have already created value in practice: reducing the cost of servicing requests, reducing the time it takes to process customer requests and improving customer service.</p> <p>In addition, the direction of chatbots for banks has prospects in omnichannel solutions in messengers that provide a seamless user experience.</p> <p>Also, the experience of banks shows that robotization or bottization of a bank’s contact center is a non-trivial task. Despite the promises of vendors to implement simple and fast solutions, the integration of chat solutions into the bank’s infrastructure requires attention, effort and project management from the bank itself.</p> <p>We managed to divide the use of chat solutions by banks into two groups:</p> <ul class="wp-block-list"> <li>customer service</li> <li>digitalization of banking products in messengers</li> </ul> <p>In the first group, customer support to reduce the cost of servicing frequently asked questions by agents and to shift the focus of agents to more complex tasks. The second group includes chatbots as a marketing tool for business development and entering new markets.</p> <p>Among the innovations in the field of omnichannel interaction with the bank’s clients are voice assistants in instant messengers. At the moment, voice solutions have been implemented at Tinkoff Bank, Home Credit Bank and Alfa Bank. In addition, the Yandex.Dialog website contains information about the virtual assistant from Sberbank, integrated into the voice assistant Alice, but judging by the average user rating (2.7 stars based on 117 ratings), the solution requires improvement.</p> <p>On behalf of Chatbots.Studio, we would like to express our gratitude to the organizers of the Finbot 2020 Conference Conglomerate for the quality content and the opportunity to exchange experience with the leading banks in Russia. At the conference, we once again saw that the market is becoming more mature and solutions for banks are becoming more advanced.</p> <p>The Chatbots.Studio team develops bot platforms for banks in instant messengers – Apple Business Chat, WhatsApp, Telegram, FB Messenger and Viber. Among the clients for whom we have already implemented chatbots are PrivatBank, VTB Azerbaijan, CenterCredit, Sberbank Kazakhstan and Concord Bank.</p> <p>For any questions about building RBS in messengers, developing chatbots in WhatsApp, Telegram, FB Messenger and Viber – fill out the contact form or write to us at<strong> bank@chatbots.studio.<br /></strong></p> <p>The post <a href="https://bank.chatbots.studio/blog/finbot-2020-banking-chatbot-trends/?lang=en">Finbot 2020: Trends in Bank Chatbots Among the Market Leaders</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></content:encoded> </item> <item> <title>How to Simplify Payroll Projects Maintenance Using a Chatbot?</title> <link>https://bank.chatbots.studio/blog/payroll-projects-automation/?lang=en</link> <dc:creator><![CDATA[Igor Luzhanskiy]]></dc:creator> <pubDate>Tue, 21 Jul 2020 13:08:09 +0000</pubDate> <category><![CDATA[Blog]]></category> <category><![CDATA[MSME banking]]></category> <guid isPermaLink="false">https://bank.chatbots.studio/?p=1594</guid> <description><![CDATA[<p>According to Sberbank, in the fourth quarter of 2019, the share of non-cash payments in Russia for the first time...</p> <p>The post <a href="https://bank.chatbots.studio/blog/payroll-projects-automation/?lang=en">How to Simplify Payroll Projects Maintenance Using a Chatbot?</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></description> <content:encoded><![CDATA[ <p><a href="https://www.gazeta.ru/business/2020/05/18/13087525.shtml">According </a>to Sberbank, in the fourth quarter of 2019, the share of non-cash payments in Russia for the first time exceeded half of the total expenses of residents of the Russian Federation, amounting to 50.4%. In this article, we will look at the competitive advantages of banks in payroll projects and how to automate the process of payroll projects maintenance for bank employees.</p> <h2 class="has-text-align-center wp-block-heading">Competitive advantages</h2> <p><a href="https://www.visa.com.ru/visa-everywhere/researches-and-tendencies/salary-research.html">According </a>to a payroll project survey prepared for Visa, the majority of Russians (64%) are loyal to their bank, but one in four (26%) does not exclude the possibility of switching to servicing another bank.</p> <p><a href="https://rko-bank.ru/zp/rejting-zarplatnyh-proektov-bankov-tarify-i-usloviya.html#mozhno-li-otkryt-zarplatnyj-proekt-bez-otkrytiya-raschetnogo-scheta">Below are</a> more than 30 unique competitive advantages of the top 15 banks in Russia:</p> <ul class="wp-block-list"> <li>Cashback for any purchases;</li> <li>Automatic calculation of personal income tax;</li> <li>Free connection of a salary project;</li> <li>Free SMS informing about funds crediting;</li> <li>Free issue of cards;</li> <li>Free access to internet banking for each employee;</li> <li>Within the framework of the “Status” and “Premium” salary projects, no commission is charged for transferring funds to employee cards;</li> <li>An opportunity for an employee to independently switch to another service package;</li> <li>The ability to add to the project employees who previously had UBRD cards open;</li> <li>The ability to control the charge online;</li> <li>The ability to transfer to service in the bank only part of the employees (management team);</li> </ul> <ul class="wp-block-list"> <li>The opportunity to receive additional income on a payroll card;</li> <li>The possibility of placing an ATM on the territory of the organization;</li> <li>The ability to withdraw cash throughout the Russian Federation without commission;</li> <li>All operations are performed remotely;</li> <li>Holders of salary cards can take advantage of preferential mortgage rates;</li> <li>It is not necessary to open an account to conclude a salary agreement;</li> <li>Wages are paid in an automated manner;</li> <li>Cards are issued to employees within five working days;</li> </ul> <ul class="wp-block-list"> <li>Cards are issued to employees on the territory of the company;</li> <li>Instant salary receipt on the card;</li> <li>There are no limits on the transfer amount;</li> <li>Regular and premium salary cards are issued free of charge;</li> <li>Transfer of wages to cards of any banking organizations;</li> <li>Connection to the project in 1 day;</li> <li>Full integration with your accounting software;</li> </ul> <ul class="wp-block-list"> <li>Receipt of cash in the Russian Federation and abroad at any time of the day;</li> <li>Interest on the account balance;</li> <li>Work with a personal manager to resolve emerging issues;</li> <li>Expansion of the social package for employees due to preferential terms for lending and opening deposits;</li> <li>Reduction of the cost of transportation and storage of cash;</li> <li>Company employees can develop the design of the cards themselves;</li> <li>Special lending conditions for holders of salary cards;</li> <li>Funds are credited within 90 minutes;</li> <li>Exclusive offers for company executives;</li> <li>Emergency cash withdrawal abroad if the card is damaged or lost</li> </ul> <p> </p> <p>For each item, the bank has organized processes that require operational instructions for bank employees in cases where the client wants to use them. This and information for the client. This is where chatbots come to the rescue.</p> <h2 class="has-text-align-center wp-block-heading">Why do we need chatbots for payroll projects?</h2> <p>The purpose of chatbots is to automate the bank employees’ routine operations to provide the client with operational information and automate the processing of salary projects.</p> <figure class="wp-block-image"><img decoding="async" class="aligncenter" src="https://lh5.googleusercontent.com/1pKeGi1WYnR0VOZXwOkSbQWRldc_roqjv38ni_Ohp7bWNMDwd9ugTSaIo5OmML_1W55vpf-LgvXqjBmw5PJIqDZDUGA3L-ksx-sqkxSBEAXNnnoT_RP5yLvRjRLvqa6MRdDGpTUT" alt="" /></figure> <h2 class="has-text-align-center wp-block-heading">Chatbot for self-service of payroll cards issuing </h2> <p>3 participants are involved in the process of registering payroll projects – an employee, a bank, and a personnel department, and the interaction process is as follows:</p> <ol class="wp-block-list"> <li>an employee comes to the enterprise and is registered in the personnel department,</li> <li>the personnel department of the enterprise transfers its documents to the bank,</li> <li>the bank issues the card,</li> <li>the bank transfers the card to the personnel department,</li> <li>personnel department hands over the card to the employee</li> </ol> <p> </p> <p>Thus, the client’s path becomes shorter and more convenient, and the information provided by the client is immediately loaded, identified and processed in the banking system, without requiring additional actions from the bank’s employees.</p> <p>Advantages of customer self-service in a chatbot in a payroll card messenger:</p> <ul class="wp-block-list"> <li>the client is not tied to a bank branch</li> <li>an explanatory note is provided for each item</li> <li>card issuance is accelerated</li> <li>the load is removed from employees</li> </ul> <p>Bot functions that can be used for payroll projects chatbot:</p> <ul class="wp-block-list"> <li>collection of data for application</li> <li>user identification via passport, TIN or company ID</li> <li>document recognition</li> <li>bot confirmation, thanks to integration with the banking system</li> <li>applying for a card</li> <li>registration of card delivery by courier</li> </ul> <p> </p> <h2 class="has-text-align-center wp-block-heading">Alfa Bank’s case: knowledge base about payroll projects in the chatbot</h2> <p>To optimize the provision of consulting services and reduce the time for preparing responses, this functionality was <a href="https://fomag.ru/news/alfa-bank-vnedril-chat-bot-v-zarplatnye-proekty/">transferred </a>to a chatbot with artificial intelligence. The chatbot for payroll projects was a knowledge base of the “new employee” of Alfa-Bank for answering various requests from client managers.</p> <p>In other words, the chatbot covered 2 processes:</p> <ul class="wp-block-list"> <li>onboarding of bank employees for salary project services</li> <li>FAQ</li> </ul> <p>“Our new employee with artificial intelligence (chatbot) has already proven himself. In addition to the 24×7 mode of operation, it significantly reduced labor costs for a fairly routine functionality, and also made it possible to more than 50 times increase the speed of responses to internal consulting requests of employees, thereby improving the quality of service and bank customers, – said Maria Shevchenko, Chief Operating Officer of Alfa-Bank</p> <p> Benefits:</p> <ul class="wp-block-list"> <li>increased the speed of responses to internal consulting requests of employees</li> <li>the quality of service and bank customers has been increased</li> </ul> <p>In this article, we examined two ways to use chatbots for salary projects for a bank – a knowledge base for employees and registration of salary cards.</p> <p>Chatbots.Studio team develops bot platforms for banks in instant messengers – Apple Business Chat, WhatsApp, Telegram, FB Messenger, and Viber. Among the clients for whom we have already implemented chatbots are PrivatBank, VTB Azerbaijan, CenterCredit, Sberbank Kazakhstan, and Concord Bank.</p> <p>If you have any questions about chatbots for salary projects or the development of chatbots in WhatsApp, Telegram, FB Messenger and Viber – <a href="https://bank.chatbots.studio/ru/#contact-form">fill out the contact form</a> or write to us at bank@chatbots.studio.</p> <p>The post <a href="https://bank.chatbots.studio/blog/payroll-projects-automation/?lang=en">How to Simplify Payroll Projects Maintenance Using a Chatbot?</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></content:encoded> </item> <item> <title>Apple Business Chat (iMessage) for Banks: An Upward Trend in Mobile Banking</title> <link>https://bank.chatbots.studio/blog/apple-business-chat-imessage-for-banks-an-upward-trend-in-mobile-banking/?lang=en</link> <dc:creator><![CDATA[Igor Luzhanskiy]]></dc:creator> <pubDate>Thu, 02 Jul 2020 07:05:20 +0000</pubDate> <category><![CDATA[Blog]]></category> <category><![CDATA[Apple Business Chat]]></category> <category><![CDATA[Retail banking]]></category> <guid isPermaLink="false">https://bank.chatbots.studio/?p=1509</guid> <description><![CDATA[<p>Apple Business Chat for banking is a mobile banking trend that will continue to grow in 2020. Business Chat is...</p> <p>The post <a href="https://bank.chatbots.studio/blog/apple-business-chat-imessage-for-banks-an-upward-trend-in-mobile-banking/?lang=en">Apple Business Chat (iMessage) for Banks: An Upward Trend in Mobile Banking</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></description> <content:encoded><![CDATA[ <p>Apple Business Chat for banking is a mobile banking trend that will continue to grow in 2020. Business Chat is a new communication platform that allows businesses to communicate with customers through iMessage, and customers can quickly chat with the bank using native Apple applications. In the article, we will consider how Business Chat works, what bank operations could be delegated to iMessage and implementation cases in major banks in the US, Russia, Ukraine, Belarus and Africa.</p> <h2 class="has-text-align-center wp-block-heading">Russian banking applications popularity on iOS and Android</h2> <p>Application quality and banking mobile apps popularity on the App Store and Google play platforms is always different, as indicated by the number of reviews on the platforms and user ratings. Chatbots.Studio analyzed the top 10 free banking applications on the App Store in Russia and compared them with similar applications on Google play based on <a href="https://www.appannie.com/apps/ios/top-chart/?country=RU&category=6015&device=iphone&date=2020-06-29&feed=Free&rank_sorting_type=rank&page_number=0&page_size=100&table_selections=">data</a> from AppAnnie on 06.27.2020.</p> <figure class="wp-block-gallery columns-1 is-cropped wp-block-gallery-1 is-layout-flex wp-block-gallery-is-layout-flex"> <ul class="blocks-gallery-grid"> <li class="blocks-gallery-item"> <figure><img decoding="async" class="wp-image-1498" src="https://bank.chatbots.studio/wp-content/uploads/2020/07/mon-1.png" alt="" data-id="1498" data-full-url="https://bank.chatbots.studio/wp-content/uploads/2020/07/mon-1.png" data-link="https://bank.chatbots.studio/?attachment_id=1498" /></figure> </li> </ul> </figure> <p>On the table, we see that the user ratings on iOS are on average lower than on Android, and on some applications, iOS user rating is between 3.1-3.3. In addition, we see that the number of reviews of banking applications on the App Store is 17% more than on Google play. It is worth noting that among the top 10 bank apps on Google play there are apps like Telecard 2.0 from Gazprombank, MTS Bank Online from MTS Bank, Mobile Bank from Russian Agricultural Bank Russian Agricultural Bank. In general, we see several things – the uneven customer reviews distribution, which indicates the banks’ emphasis on a particular platform and the subsidence of the quality of banking apps for IOS. Below we will see how to deploy a service for iOS users without creating a mobile app.</p> <h2 class="has-text-align-center wp-block-heading">What is Apple Business Chat</h2> <p><a href="https://thefinancialbrand.com/42083/apple-pay-mobile-payments-banking-impact/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">Creating </a>a bank network that supports Apple Pay in 2014, Apple entered into <a href="https://thefinancialbrand.com/42083/apple-pay-mobile-payments-banking-impact/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">agreements </a>with the 6 largest banks of America – American Express, Bank of America, Capital One Bank, Chase, Citi, and Wells Fargo. Thus, Apple, with the help of the US banking market giants, laid the foundation for adapting banking processes to Apple products.</p> <p>The company <a href="https://www.forbes.com/sites/quora/2017/06/16/what-is-apple-business-chat-and-why-is-it-important/#7e93fd3d19c0" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">announced </a>the creation of Apple Business Chat in 2017. Business Chat is built as a communication platform for IOS owners (iPhone, iPad, Apple Watch and iPod), where they can be redirected to the iMessage (native instant messenger, built-in all Apple devices) in several ways and interact with other native Apple apps like Calendar or Apple Pay.</p> <p>Ways to send user to iMessage:</p> <ul class="wp-block-list"> <li>From Apple Maps, </li> <li>with voice assistant Siri </li> <li>With Apple Spotlight</li> <li>With CTA button on a website</li> </ul> <p>Using Apple Business Chat is relevant for both small and medium-sized businesses, and for enterprises, without reference to the company industry specialization.</p> <figure class="wp-block-image"><img decoding="async" src="https://lh3.googleusercontent.com/B-SwQfDphXSYd27QFhLSW0mLwkRSmX37vlFd1ySSB3akaU40kgOwnHmlcYAD09nUdF6cVnwVrnS1ADuY_r8MccLp1s1_ABYOQYeBO8jVAPfk6rx2DKRNpGNSoBZVj4Aal6wB6POj" alt="" /></figure> <h2 class="has-text-align-center wp-block-heading">Apple Business Chat Opportunities for Banks</h2> <p>For banks, Business Chat is interested in a security system adapted for conducting payment transactions with Apple Pay and the ability to adapt chatbot processes to the international PCI DSS (Payment Card Industry Data Security Standard).</p> <p>Apple Business Chat <strong>benefits </strong>for banking:</p> <ul class="wp-block-list"> <li>no need to install additional applications</li> <li>receive instant, automatic support responses</li> <li>planning meetings and visits</li> <li>customer ability to always return to chat</li> <li>fast Apple Business Chat chatbot development speed </li> <li>the technology is available for all countries (via Apple Pay vs local banks <a href="https://support.apple.com/en-us/HT204916" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">partnership</a>)</li> <li>payment security through Apple Pay</li> </ul> <p>Apple Business Chat <strong>features </strong>for banking:</p> <ul class="wp-block-list"> <li>Customer can connect with the live agent or callback order</li> <li>Customer can set up appointments directly to Apple Calendar</li> <li>Customer can define somethings location using Apple Maps</li> <li>Customer can use Apple Pay</li> <li>Business can use Rich media content: pictures and video</li> </ul> <h2 class="has-text-align-center wp-block-heading">What is Apple Business Chat</h2> <p><a href="https://thefinancialbrand.com/42083/apple-pay-mobile-payments-banking-impact/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">Creating </a>a bank network that supports Apple Pay in 2014, Apple entered into <a href="https://thefinancialbrand.com/42083/apple-pay-mobile-payments-banking-impact/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">agreements </a>with the 6 largest banks of America – American Express, Bank of America, Capital One Bank, Chase, Citi and Wells Fargo. Thus, Apple, with the help of the US banking market giants, laid the foundation for adapting banking processes to Apple products.</p> <p>The company <a href="https://www.forbes.com/sites/quora/2017/06/16/what-is-apple-business-chat-and-why-is-it-important/#7e93fd3d19c0" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">announced </a>the creation of Apple Business Chat in 2017. Business Chat is built as a communication platform for IOS owners (iPhone, iPad, Apple Watch and iPod), where they can be redirected to the iMessage (native instant messenger, built-in all Apple devices) in several ways and interact with other native Apple apps like Calendar or Apple Pay.</p> <p>Ways to send a user to iMessage:</p> <ul class="wp-block-list"> <li>From Apple Maps, </li> <li>with voice assistant Siri </li> <li>With Apple Spotlight</li> <li>With CTA button on a website</li> </ul> <p>Using Apple Business Chat is relevant for both small and medium-sized businesses, and for enterprises, without reference to the company industry specialization.</p> <figure class="wp-block-image"><img decoding="async" src="https://lh3.googleusercontent.com/B-SwQfDphXSYd27QFhLSW0mLwkRSmX37vlFd1ySSB3akaU40kgOwnHmlcYAD09nUdF6cVnwVrnS1ADuY_r8MccLp1s1_ABYOQYeBO8jVAPfk6rx2DKRNpGNSoBZVj4Aal6wB6POj" alt="" /></figure> <h2 class="has-text-align-center wp-block-heading">Apple Business Chat Opportunities for Banks</h2> <p>For banks, Business Chat is interested in a security system adapted for conducting payment transactions with Apple Pay and the ability to adapt chatbot processes to the international PCI DSS (Payment Card Industry Data Security Standard).</p> <p><strong>Apple Business Chat benefits</strong> for banking:</p> <ul class="wp-block-list"> <li>no need to install additional applications</li> <li>receive instant, automatic support responses</li> <li>planning meetings and visits</li> <li>customer ability to always return to chat</li> <li>fast Apple Business Chat chatbot development speed </li> <li>the technology is available for all countries (via Apple Pay vs local banks <a href="https://support.apple.com/en-us/HT204916" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">partnership</a>)</li> <li>payment security through Apple Pay</li> </ul> <p><strong>Apple Business Chat features</strong> for banking:</p> <ul class="wp-block-list"> <li>Customer can connect with the live agent or callback order</li> <li>Customer can set up appointments directly to Apple Calendar</li> <li>Customer can define somethings location using Apple Maps</li> <li>Customer can use Apple Pay</li> <li>Business can use Rich media content: pictures and video</li> </ul> <p> </p> <h2 class="has-text-align-center wp-block-heading">Apple Business Chat Examples for Banks</h2> <h3 class="has-text-align-center wp-block-heading">HSBC Bank USA – Customer support through iMessage</h3> <p>HSBC Bank USA is a branch bank of <a href="https://en.wikipedia.org/wiki/HSBC_Holdings_plc" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">HSBC Holdings plc</a>, which is in<a href="https://www.statista.com/statistics/727546/market-share-of-leading-banks-usa-domestic-deposits/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)"> the top-20</a> banks of America due to domestic deposits.</p> <p>According to <a href="https://www.linkedin.com/in/marcus-malcolm/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">Marcus Malcolm</a>, Head of staff digital solutions at HSBC Bank USA – about 70% of the bank’s customers are iOS users. Therefore, on April 22, 2020, the bank <a href="https://www.hsbc.co.uk/help/security-centre/apple-business-chat/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">provided </a>customers with customer support in the messenger.</p> <p>Clients can use a chatbot in <a href="https://www.americanbanker.com/news/hsbc-lets-apple-using-customers-imessage-customer-service" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">several ways</a>:</p> <ul class="wp-block-list"> <li>Go to the phone number from the search page and select the iMessage option (Apple Chat Suggest technology)</li> <li>Via Siri</li> <li>Via Apple Maps (when pop-up locations of HSBC bank appear)</li> <li>Via Apple Spotlight</li> </ul> <p>Apple Business Chat menu consists of sections:</p> <ul class="wp-block-list"> <li>COVID-19 Account Concerns</li> <li>Existing Checking</li> <li>Savings</li> <li>CD </li> <li>Online Banking</li> <li>Mobile App Help</li> </ul> <figure class="wp-block-image size-large"><img decoding="async" class="wp-image-1506" src="https://bank.chatbots.studio/wp-content/uploads/2020/07/dbo-dlya-smb-1-1024x555.png" alt="" /></figure> <p>On June 23, 2020, <a href="https://www.hsbc.co.uk/help/security-centre/apple-business-chat/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">HSBC UK</a>, focused on retail banking, also <a href="https://appleosophy.com/2020/06/23/hsbc-uk-now-supports-apple-business-chat/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">announced </a>access to Apple’s business chat.</p> <figure class="wp-block-image"><img decoding="async" src="https://lh3.googleusercontent.com/9eGTDP_B7b80S9ZKivs4pgWnwooGw5Gjoes40riKl986vsAdKCOmWpEjMefAf7sBmnMjHwYQb-gVrHAYpPh8BW-NgNOSxEO_pmSAX6NwdlN3iwnAb_mbZu2H-dFZFPOquzw_-PQz" alt="" /></figure> <h3 class="has-text-align-center wp-block-heading">Monobank – quick technical support via iMessage</h3> <p><a href="https://www.monobank.ua/?lang=en" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">Monobank </a>is a Ukrainian bank, without any branches, serving 2.3 million customers. The main competitive advantage of the bank is <a href="https://monobanking.com.ua/contacts/#:~:text=%D0%A2%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D1%8B%20%D0%B8%20%D1%87%D0%B0%D1%82%20%D1%81%D0%BB%D1%83%D0%B6%D0%B1%D1%8B%20%D0%BF%D0%BE%D0%B4%D0%B4%D0%B5%D1%80%D0%B6%D0%BA%D0%B8,%D0%BA%D0%BE%D0%BD%D0%BA%D1%83%D1%80%D0%B5%D0%BD%D1%82%D0%B0%D0%BC%D0%B8%20%D1%8F%D0%B2%D0%BB%D1%8F%D0%B5%D1%82%D1%81%D1%8F%20%D0%B6%D0%B8%D0%B2%D0%B0%D1%8F%20%D1%81%D0%BB%D1%83%D0%B6%D0%B1%D0%B0%20%D0%BF%D0%BE%D0%B4%D0%B4%D0%B5%D1%80%D0%B6%D0%BA%D0%B8.&text=%D0%9F%D0%BE%20%D1%82%D0%B5%D0%BB%D0%B5%D1%84%D0%BE%D0%BD%D1%83%200%2D800%2D205,60%20%D0%B4%D0%BB%D1%8F%20%D0%BF%D0%BE%D0%B4%D0%B4%D0%B5%D1%80%D0%B6%D0%BA%D0%B8%20%D0%B7%D0%B0%20%D0%B3%D1%80%D0%B0%D0%BD%D0%B8%D1%86%D0%B5%D0%B9" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">customer support</a>, which is maintained through the bank’s hotline and application, as well as through chatbots in instant messengers – Facebook</p> <p>Messenger, Viber and Telegram. In October 2019, the bank <a href="https://itc.ua/news/v-ukraine-zarabotal-apple-business-chat-pozvolyayushhij-biznesu-obshhatsya-s-klientami-cherez-imessage-pervym-k-nemu-podklyuchilsya-monobank/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">became </a>the first bank to connect to Apple Business Chat in Ukraine.</p> <figure class="wp-block-image"><img decoding="async" src="https://lh6.googleusercontent.com/DW6uKYnov75NzUYn7y4pE6rCxmmhwCxsoIWKSanMMqUkt69SfjWkdsvX2eK8R7FoWEMNUEtxzBi_zYTQ7wD3DIt_A9jl49KDTiXkRJ1Z142TxO6R_usoFbZhGQJc2fUzx5NLbUOw" alt="" /></figure> <h3 class="has-text-align-center wp-block-heading">United Bank for Africa: Financial Assistant at Apple Business Chat</h3> <p>United Bank for Africa (UBA) Plc is the largest African financial group, serving 20 African countries and having branches in Paris, London and New York. United Bank for Africa is a pioneer in introducing chat banking in Nigeria. A chatbot of a bank named Leo received positive <a href="https://businessday.ng/technology/article/why-apple-business-chat-is-uba-leos-new-playground/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">feedback </a>from Mark Zuckerberg at a conference in San Francisco. <a href="https://www.ubagroup.com/leo/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">Bot Leo</a> serves customers at FB Messenger, WhatsApp and Apple Business Chat.</p> <p>Banking features available in bot through Apple Business Chat:</p> <ul class="wp-block-list"> <li>Open a bank account</li> <li>Check balance</li> <li>Money transfers to an account or card</li> <li>Payment of bills</li> </ul> <figure class="wp-block-image size-large"><img decoding="async" class="wp-image-1500" src="https://bank.chatbots.studio/wp-content/uploads/2020/07/mon-2.png" alt="" /></figure> <h3 class="has-text-align-center wp-block-heading">Alfa-Bank (Belarus): Technical Support at iMessage</h3> <p>“More than 85% of technical support requests via digital channels come from mobile devices. We expect it to quickly become the preferred method for our customers. ” – <a href="https://www.alfabank.by/articles/apple-business-chat-dlya-klientov-alfa-banka/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">said </a>Vyacheslav Skorbezh, communications director at Alfa Bank.</p> <p> </p> <p>Alfa-Bank Belarus Apple Business Chat chatbot <a href="https://www.alfabank.by/applebusinesschat/" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">features</a>:</p> <ul class="wp-block-list"> <li>Ask a Question,</li> <li>order a new card</li> <li>change solution package</li> <li>perform other operations with banking products</li> <li>send stickers directly in the Messages application</li> <li>the bank cannot see the personal information in a correspondence unless the client provides it himself</li> <li>Chat with a live support agent</li> </ul> <figure class="wp-block-image"><img decoding="async" src="https://lh3.googleusercontent.com/129ogm_ocIDfuovgK-olGzII-WDIDoFZIi4ZOz4W5YJ5Da_vz_HPW1DlMlLjdUu_sYTcHZXYV-0jUvQiTMwkXQmHF5F6cpPOHLRrD8Rgpaytt7po8k1hN_95gM0Blgh3A_RE4Sx6" alt="" /></figure> <h3 class="has-text-align-center wp-block-heading">Tinkoff – Apple Business Chat for Customer Support service</h3> <p><a href="https://www.tinkoff.ru/about/news/07052020-tinkoff-launched-apple-business-chat-clients-support/#:~:text=%D0%A2%D0%B8%D0%BD%D1%8C%D0%BA%D0%BE%D1%84%D1%84%20%D0%B2%D0%BD%D0%B5%D0%B4%D1%80%D0%B8%D0%BB%20%D1%81%D0%B5%D1%80%D0%B2%D0%B8%D1%81%20Apple%20Business%20Chat%20%D0%B2%20%D1%81%D0%BB%D1%83%D0%B6%D0%B1%D1%83%20%D0%BA%D0%BB%D0%B8%D0%B5%D0%BD%D1%82%D1%81%D0%BA%D0%BE%D0%B9%20%D0%BF%D0%BE%D0%B4%D0%B4%D0%B5%D1%80%D0%B6%D0%BA%D0%B8.&text=%D0%A7%D1%82%D0%BE%D0%B1%D1%8B%20%D1%81%D0%B2%D1%8F%D0%B7%D0%B0%D1%82%D1%8C%D1%81%D1%8F%20%D1%81%20%D0%BF%D0%BE%D0%B4%D0%B4%D0%B5%D1%80%D0%B6%D0%BA%D0%BE%D0%B9%20%D0%A2%D0%B8%D0%BD%D1%8C%D0%BA%D0%BE%D1%84%D1%84,%D0%BC%D0%B8%D0%BD%D1%83%D1%82%D1%8B%20%D1%81%20%D0%BD%D0%B8%D0%BC%20%D1%81%D0%B2%D1%8F%D0%B6%D0%B5%D1%82%D1%81%D1%8F%20%D0%BE%D0%BF%D0%B5%D1%80%D0%B0%D1%82%D0%BE%D1%80" target="_blank" rel="noreferrer noopener" aria-label=" (opens in a new tab)">Key features</a> of Tinkoff Bank Apple Business Chat:</p> <ul class="wp-block-list"> <li>answer all customer questions about all and services of the Tinkoff ecosystem</li> <li>apply for products, for example, for issuing bank cards</li> <li>have messages stored on user devices</li> <li>use the opportunity at any time to continue the dialogue with support</li> <li>perform funds transfer operations</li> <li>to perform other actions with cards and accounts that require a high level of security, it will also be possible to carry out through Apple Business Chat after verifying the identity of the client.</li> </ul> <figure class="wp-block-image"><img decoding="async" src="https://lh6.googleusercontent.com/01frvn8c7delHLBuoC7GXJjbZh7hwNmZUrHv953EPjXuXz4nNEUDgsKZRMZYc66HWRpBehhmlccAcjTnkM8k8s_tjdQpK9A8RBfvXAAQySTkD1nu0BJOeW5M32pe63pjZlHLx0DR" alt="" /></figure> <p>Summarizing the above, we examined the Apple Business Chat use cases for banking in the USA, Russia, Ukraine, Belarus and Africa. The development of such a solution is relevant for banks whose customers are actively using products on IOS devices. The main goal of creating a bot is often customer support. But we can already see the appearance in Apple Business Chat of opportunities for use in banking products. Creating a bot can be both a competitive advantage of the bank and a tool to increase customer loyalty.</p> <h2 class="has-text-align-center wp-block-heading">Apple Business Chat development services</h2> <p>Chatbots.Studio team develop bot platforms for banks in instant messengers – Apple Business Chat, WhatsApp, Telegram, FB Messenger and Viber. It<strong> takes 2-3 months to develop and implement a chatbot </strong>for banks in instant messengers because we implement solutions through a ready-made bot platform for banks.</p> <p>Among the clients for whom we have already implemented chatbots in instant messengers are PrivatBank, VTB Azerbaijan, CenterCredit, Sberbank Kazakhstan and Concord Bank.<img decoding="async" src="https://lh6.googleusercontent.com/ehX3CcBjR7ULr5Uqo8i00uEKTRHajBpHmpiXoJ6XDDp6cy3x29cfvH_LidtcWpKwik-FWcnYGOZx_Im1sSgZW1nneibVyEkwgrdIFhea_erQdJ2KpYIAshB03RNZIT98xv3ZKfa8" alt="" /></p> <p> </p> <p>If you have any questions about Apple Business Chat in banking or about WhatsApp, Telegram, FB Messenger or Viber chatbot development, you can <strong>fill out the contact form</strong> or write us a message at<strong> bank@chatbots.studio.</strong></p> <p>The post <a href="https://bank.chatbots.studio/blog/apple-business-chat-imessage-for-banks-an-upward-trend-in-mobile-banking/?lang=en">Apple Business Chat (iMessage) for Banks: An Upward Trend in Mobile Banking</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></content:encoded> </item> <item> <title>Loan chatbots for instant messengers: What exactly is a loan chatbot and how chatbots for MFIs work</title> <link>https://bank.chatbots.studio/blog/chto-takoe-zajm-bot-i-kak-rabotayut-chat-boty-dlya-mfo-v-messendzhere/?lang=en</link> <dc:creator><![CDATA[Igor Luzhanskiy]]></dc:creator> <pubDate>Wed, 03 Jun 2020 06:20:23 +0000</pubDate> <category><![CDATA[Blog]]></category> <category><![CDATA[Microfinance]]></category> <guid isPermaLink="false">https://bank.chatbots.studio/?p=1130</guid> <description><![CDATA[<p>Nowadays we can see a trend towards the digitalization of MFI business processes. Large market players create websites, mobile applications,...</p> <p>The post <a href="https://bank.chatbots.studio/blog/chto-takoe-zajm-bot-i-kak-rabotayut-chat-boty-dlya-mfo-v-messendzhere/?lang=en">Loan chatbots for instant messengers: What exactly is a loan chatbot and how chatbots for MFIs work</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></description> <content:encoded><![CDATA[ <p>Nowadays we can see a trend towards the digitalization of MFI business processes. Large market players create websites, mobile applications, chatbots in instant messengers, where “robots” algorithms serve potential customer loans and processing loan approval automatically. How beneficial are bots to business owners? What processes can be automated and what can be delegated to chatbots for granting loans? This article will help answer all your questions.</p> <h2 class="wp-block-heading"><strong>Trends and summary of the situation on the CIS MFI market</strong></h2> <p>MFI business in Russia and the CIS continues to gain momentum. According to the forecast of the Expert RA Rating Agency, which conducted a research based on 71 microfinance organizations, in 2020 the growth rate of loans issued shows steady growth – up to 20%, and the volume of loans issued will reach 494 billion rubles, compared to 412 billion rubles of the previous 2019 year.</p> <p>Legislation limitations led to the MFIs before the pay-day microloan segment business models adaptation focused on diversification of the service portfolio. The changes regarding user identification have benefited the development of online business. In Russia, in 2019, amendments were made to 115 Federal Laws of Russia regarding the simplified identification of users by name and phone number for amounts up to 15 thousand rubles.</p> <p>In Ukraine, according to the resource of Minfinmedia, today there are 77 microfinance organizations. According to the National Commission, the microcredit market in Ukraine has been growing rapidly for several years. In the 3rd quarter of 2019, compared to the same period of the previous year, the growth in lending amounted to 57%. And the volume of micro-loans issued is almost 40 billion UAH, with the number of online contracts at 10 million.</p> <p>As for legislation in Ukraine, in 2020 amendments were made to the Law of Ukraine “On acquiring legal protection (income) for income earned by a wicked gentry, financing of terrorism and financing of mass entertainment.” And also on July 1, 2020, it comes into force the law that allows reducing the number of regulatory institutions and simplifying the licensing of MFIs, while bringing the supervision of the activities of the non-banking sector closer to international standards.</p> <p>In Belarus, according to the National Bank of the Republic of Belarus, 86 MFIs are registered today. During an online briefing on April 24, 2020, Dmitry Nabzdoro, head of the main department for regulating non-credit financial institutions of the National Bank, announced that the National Bank of Belarus predicts a microfinance market growth of at least 1.5 times in 2020.</p> <h2 class="wp-block-heading"><strong>What is loan bots</strong></h2> <p>Today, one of the most effective sales tools for MFIs is a loan bot.</p> <p>Loan bots are remote online services that offer you to arrange loans to paychecks directly through a social network or messenger platform. MFI loans are issued after analysis of the creditworthiness of the client, after which they declare the possibility of transferring money by any means, instant processing. Loan bots are not tied to a specific MFI and act as aggregators of online loans of various organizations.</p> <p>The advantages of loan selection services include:</p> <ul class="wp-block-list"> <li>Presence of several loan processing options in different microfinance organizations</li> <li>Bot development takes several months</li> <li>Fast and simple for the client. You do not need to independently search the Internet for MFIs that offer remote loans on the card. The loan bot will immediately send a link to the online application</li> </ul> <p> </p> <figure class="wp-block-image"><img decoding="async" src="https://lh5.googleusercontent.com/54u39dDkx4vKDe2Ng0djTBMdCrLaLL36xoaowXScl-0ErrgnCleF-AgJCoE6XdtKpNCqdyHtTuErUpWAag8wRkS3L3AmAX-ciDupFlOxKJcilz3KxPM3HILincrBar9vV9AXXSD3" alt="Пример займ бота в Телеграме" /></figure> <h2 class="wp-block-heading"><strong>Microcredit Automation Tasks</strong></h2> <p>Loan bots – automated MFI employees in messengers to work with potential clients. On the business side, the loan to the bot is delegated:</p> <ul class="wp-block-list"> <li>identification of needs and assistance in choosing a loan product in a dialogue format.</li> <li>landing on a customer loan product</li> <li>application for a loan and accompanying documents</li> <li>making decisions on issuing and informing about a client’s decision</li> <li>customer support through notifications and feedback</li> </ul> <h2 class="wp-block-heading"><strong>Examples of loan bots</strong></h2> <p>There are several types of loan bots:</p> <ul class="wp-block-list"> <li>Loan bots on websites – zaimitut.ru, lendprofi.com, repayza.com</li> <li>Loan bots in messengers: <ul> <li>VK – zaim_bot, zaembot</li> <li>Telegram – @webbankirbot_bot, @alica_zaim_bot, @thirdparty_pay_moneyveo_bot</li> <li>Viber – webbankir, a bot from Quick Money</li> </ul> </li> </ul> <p>ZaimBot in Vkontakte</p> <p>A prominent representative of loan bots in VK is the ZaimBot group. The group has more than 29 thousand subscribers and offers to arrange a loan in a matter of minutes. A loan bot in VK works like this: the client writes any word in the group’s drugs, then the potential borrower is redirected to the application form on the microfinance organization’s website via a direct link to fill in the questionnaire on the microfinance organization website. From the point of view of doing business, VK is an interesting platform for creating a bot for loans, but there is a risk of being blocked as some large bots with thousands of subscribers were blocked: Zanimayka, Zayminator, Approver, etc.</p> <figure class="wp-block-image"><img decoding="async" src="https://lh4.googleusercontent.com/qjgDXRK2xxKOnrE3aBPqxIO4gUDqf890XgGzhirmMNdzmpryPg9F0AfIu6i5V-rlzqFqzN39qfGWIyLWCgTpuhf4uK9JU544G6OpCjJB5FCY2JnHcAUj3y0BfX5T-uGuBnH7ZSFR" alt="Пример займ бота в Вконтакте" /></figure> <h2 class="wp-block-heading"><strong>Loan chatbot in Viber</strong></h2> <p>The chatbot in Viber for the MFI “Bystrodengi” was created to promptly advise borrowers on the most popular and simple issues. Potential borrowers in it:</p> <ul class="wp-block-list"> <li>are interested in the robot terms of use of products</li> <li>the nuances of applying for a microloan</li> <li>rules for granting a loan at a certain rate.</li> </ul> <h2 class="wp-block-heading"><strong>Bot for loans in Telegram and Viber</strong></h2> <p>The most digitized loan service is webbankir. In 2017, they were the first MFIs in Russia to launch bots on Viber and Telegram. According to the General Director of the company Andrei Ponomarev, the development of the chatbot took two months and allowed:</p> <ul class="wp-block-list"> <li>hold over 1 million sessions in half a year for nearly a quarter of a million users</li> <li>process 40% more calls than other communication channels combined (phone calls, e-mail, Skype). The bot reduced the load on the call center by 1.5 times and helped increase the processing speed of incoming calls.</li> <li>process more than 1,500 calls in a month and a half, saving more than 250 hours of working time</li> </ul> <figure class="wp-block-image"><img decoding="async" src="https://lh5.googleusercontent.com/RpVfSdWZzpWbxKyKFvsX301fW8qRw00jeLvH9QrwkvmuzXJ3omRAoXSalPDPQrp9P_oAnhFi9d0z7hlL1OIIXYRpIW7KsGKeWOTHUKqMk9gw7BhugCER8vMUHrhWl49_5AvhsGRV" alt="Пример чат бота для займов в МФО в Telegram" /></figure> <h2 class="wp-block-heading"><strong>Bot to pay for loans</strong></h2> <p>In 2020, the financial assistance service Moneyveo launched a chatbot to pay for loans through instant messengers. The purpose of this bot is to pay a loan in a few clicks from a convenient messenger.</p> <figure class="wp-block-image"><img decoding="async" src="https://lh5.googleusercontent.com/cX-Mvogt-fpk6D95FtBjASi0wpdF7fmQY_k013uc1URG3fpqoCC-Lnlz651_WIkIqBFxrsMVqxo7bNIhcXnYHTBoccEEFbNMbUUvgauGdu37KqwUUaB6-Zb2klOsZaspblrBaHHy" alt="Пример чат бота для микрофинансовой организации" /></figure> <h2 class="wp-block-heading"><strong>Why choose bots?</strong></h2> <p>Above, we looked at examples of bots made for a specific purpose – 24-on-7 counseling, loan repayments, an aggregator of offers for clients. However, this is not the entire list of tasks that chatbot for business can help:</p> <ul class="wp-block-list"> <li>To Identify needs and assistance in choosing a loan product in the format dialogue.</li> <li>To land on a client’s loan product inside the messenger with secure identification</li> <li>Application for a loan and accompanying documents</li> <li>Making a decision on issuing and informing about a client’s decision</li> <li>Conclusion of an agreement</li> <li>Application Monitoring</li> <li>Customer support through notifications</li> </ul> <p><br />Identification of needs and assistance in choosing and landing on a loan product in the messenger, implemented by the built-in browser function, eliminates customer distraction for advertising or remarketing of other products, leaving only credit products of the business in focus. An added benefit is that recording customer history dialogs can be used to improve scoring models.</p> <p>The application, the decision to issue and the conclusion of the contract are held according to a standardized process that excludes the human factor, as well as accelerating the process by automatically receiving data on the client’s credit history.</p> <p><br />Monitoring the implementation of the application and accompanying the application allows you to introduce the client to new profitable offers.</p> <p>Re-sales are possible due to personalization of offers, based on data previously left by the user.</p> <p><br />Referral programs allow, due to the convenience of messenger platforms for communication, in two clicks to share an interesting offer with any contact of the smartphone’s address book</p> <h2 class="wp-block-heading"><strong>Potential chatbots for MFIs in messengers</strong></h2> <p>Among the main advantages and possible prospects of developing bots for MFIs:</p> <ul class="wp-block-list"> <li>the quick landing of new customers – the start of work does not require installation of applications (WhatsApp, Facebook Messenger, Telegram and other messenger applications are already installed on the smartphones of your potential customers)</li> <li>low cost of scaling and automation of lending services in comparison with the cost of hiring and training employees.</li> <li>customer engagement through instant notifications, interactive features for gamification</li> <li>access to the address book in the messenger for referral programs in order to expand the client base</li> <li>fast chatbot development speed and quick ability to implement updates and add new features</li> </ul> <p>According to the market situation and the experience of our clients – microfinance organizations, we at Chatbots.Studio are convinced chatbots for MFIs in messengers simplify microcredit business processes and allow companies to reduce the cost of processing routine operations. Earlier, we examined the place and role of chatbots in Internet banking.</p> <h2 class="wp-block-heading"><strong>Chatbot for MFI development </strong></h2> <p>Chatbots.Studio is a leader in developing bots for the bank. We<a href="https://bank.chatbots.studio/#contact-form"> will provide you with detailed information</a> on how your financial institution can get more customers using the chatbot in the messenger and solutions for their servicing without the need for the client to leave the messenger convenient to him.</p> <p>The post <a href="https://bank.chatbots.studio/blog/chto-takoe-zajm-bot-i-kak-rabotayut-chat-boty-dlya-mfo-v-messendzhere/?lang=en">Loan chatbots for instant messengers: What exactly is a loan chatbot and how chatbots for MFIs work</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></content:encoded> </item> <item> <title>The Chatbot’s Role In The Internet Banking Ecosystem</title> <link>https://bank.chatbots.studio/blog/the-chatbots-role-in-the-internet-banking-ecosystem/?lang=en</link> <dc:creator><![CDATA[Max Popov]]></dc:creator> <pubDate>Thu, 06 Feb 2020 10:10:45 +0000</pubDate> <category><![CDATA[Blog]]></category> <category><![CDATA[Business]]></category> <guid isPermaLink="false">https://bank.chatbots.studio/?p=520</guid> <description><![CDATA[<p>One of the most popular trends in banking is chatbot implementation, as a part of internet banking. Someone thinks that...</p> <p>The post <a href="https://bank.chatbots.studio/blog/the-chatbots-role-in-the-internet-banking-ecosystem/?lang=en">The Chatbot’s Role In The Internet Banking Ecosystem</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></description> <content:encoded><![CDATA[ <p>One of the most popular trends in banking is chatbot implementation, as a part of internet banking. </p> <p>Someone thinks that chatbot is a specific and separate digital channel. Actually, a chatbot is a mandatory continuation of Internet banking. It is not a good idea to avoid internet banking and replace it with a chatbot. It simply does not work out. The reason is the lack of experience, professionals, and absence of the revealing success stories. There is the fear of the unknown. So, now chatbots and internet banking successfully coexist. </p> <p>A chatbot is not a reason to avoid mobile applications or web applications. Let’s see why that is. The mobile application has one significant barrier to installation and uses – the mobile app download. Chatbot hasn’t this barrier. On the other side, the chatbot has limited functionality, in this case, a mobile app is in use. Also, the mobile app is certified and has access to NFC (is a set of communication protocols that enable two electronic devices to establish communication by bringing them within 4 cm of each other). Don’t contra pose the chatbot to mobile/web application. They work together as a symbol and should be both implemented.</p> <p>Taking into account the chatbot place in internet banking, there are two main goals:</p> <p>The first one is the simplification of the onboarding of new clients. Also, chatbot increases the number of loyal clients with referral links. </p> <p>The second one is the status of ordered services or goods. There are stages of development, delivery, etc. All the communication held by a chatbot. When the ordered services are made, communication is in the following ways: </p> <p> – the client continues to use a chatbot</p> <p> – the client uses the mobile application if he wants to have stronger security and wider functionality</p> <p>A good example of a chatbot and internet banking integration is Vostok Bank. See the screenshot below where the chatbot and internet banking functionality showed. </p> <p>Of course, you can try to include all web site or mobile app features to a chatbot, but it will be a non-user-friendly virtual assistant. </p> <p>A chatbot is a good channel for the following features:</p> <ul class="wp-block-list"> <li>Mobile phone recharge</li> <li>Card to card transactions</li> <li>Balance status notifications<br /><br /></li> </ul> <p>The other features are available on mobile or web applications. Chatbot supplements mobile app or expands web bank in messenger. </p> <p>The third one is reducing costs for transactions. Let me describe the example of a well-known bank. If the client has a mobile app, he gets the notification here. If the client doesn’t want to use a mobile app, he has a chance to choose the other channel for communications like a chatbot. The chatbot sends a notification regarding transactions (including small one). Some banks have a limit for notifications. For example, if you transferred less than 100 UAH (around 4$), you didn’t get the notification via SMS. It is expensive. The chatbot does it for free. So, people should choose the other channel of communication like a chatbot. </p> <p>To sum up, the Chatbots.Studio team is convinced that a chatbot is not an independent separate element from Internet banking. A chatbot is the great “bridge” between clients and mobile app/internet banking. A virtual assistant helps to increase the number of clients and simplify the onboarding to internet banking process. </p> <p>If you are interested in knowing what the chatbot value is for your bank, contact us igor@chatbots.studio. We are the market leader and top bot development company, so we’re ready to provide info on how your finance business could increase the size of your client base with a chatbot. </p> <p>The post <a href="https://bank.chatbots.studio/blog/the-chatbots-role-in-the-internet-banking-ecosystem/?lang=en">The Chatbot’s Role In The Internet Banking Ecosystem</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></content:encoded> </item> <item> <title>Chatbots Value for Banking</title> <link>https://bank.chatbots.studio/blog/chatbot-value-for-banking-and-finance/?lang=en</link> <dc:creator><![CDATA[Igor Luzhanskiy]]></dc:creator> <pubDate>Wed, 05 Feb 2020 11:59:39 +0000</pubDate> <category><![CDATA[Blog]]></category> <category><![CDATA[Business]]></category> <guid isPermaLink="false">https://bank.chatbots.studio/?p=497</guid> <description><![CDATA[<p>Banks use a lot of channels to connect with existing clients. There are offline offices, online support with live agents,...</p> <p>The post <a href="https://bank.chatbots.studio/blog/chatbot-value-for-banking-and-finance/?lang=en">Chatbots Value for Banking</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></description> <content:encoded><![CDATA[ <p>Banks use a lot of channels to connect with existing clients. There are offline offices, online support with live agents, etc. And plenty of ways to collect audiences for these channels are already known. Now, a common marketing channel is a mobile application. But how to collect the audience in the new digital channel? </p> <p> </p> <h2 class="has-text-align-center wp-block-heading"><strong>A chatbot is an additional channel for collecting clients of the bank</strong></h2> <p>In this case, banks via messenger help. Wait. What’s this? We call them chatbots. They serve clients in different messengers: Viber, Facebook Messengers, Telegram, WhatsApp, etc. </p> <p>What is the main value of this chatbot? We become accustomed to using traditional channels for collecting clients. Chatbot brings the clients to the bank and gives them the usual service in a convenient, handy channel – messenger. Most of the clients have already installed messenger apps and use it at least twice a day. Let’s be honest here, many of us use them for hours on end. So the bank is in the right place where the user spends a lot of time. </p> <p>We described how to bring the client into mobile applications. There is the question of how to accustom the clients to use the chatbot? Any digital advertisement is a good way to introduce the chatbot to your client. There are Facebook Ads or other advertising lendings with great Call To Action that encourages to open the messenger. At this moment, the chatbot provides the service. </p> <p>In the first stage, it is important to encourage the client to use the chatbot and give the value of having a conversation with a virtual assistant. The value could be the prepaid card or premium card issuance. There is a scenario: the user connects to a chatbot, gets the value like prepaid card, activates card, and gets it in a few clicks. Easy? Yes! Reduce time? Yes! The service sold? Yes-yes! <img src="https://s.w.org/images/core/emoji/17.0.2/72x72/1f642.png" alt="🙂" class="wp-smiley" style="height: 1em; max-height: 1em;" /> </p> <p>On the other side, all of the aforementioned features are available in the mobile application. So why we are talking about chatbot? The mobile app requires downloading and installation. How many apps did you install in the last few months? I am sure not much. Will you install the app of the bank (you are not the client os it)? Probably, not. So, on this step, the number of potential clients is decreasing. Chatbot offers the value now! </p> <figure class="wp-block-image size-large"><img decoding="async" class="wp-image-506 aligncenter" src="https://bank.chatbots.studio/wp-content/uploads/2020/01/01_Chatbot-1024x469.jpg" alt="" /></figure> <h2 class="has-text-align-center wp-block-heading"><strong>Bank product in the messenger</strong></h2> <p>Let’s consider which services the bank offers to the client in messengers. In Chatbots.Studio we offer the end-user the same experience as to the client-bank. </p> <p>Chatbots provides online operations for card updating, user verification, etc. If we consider the chatbot’s value for the end-user, we would like to add the following: </p> <ul class="wp-block-list"> <li>Card to card transaction</li> <li>Utility bills payment</li> <li>Internet payments</li> <li>The prepaid card in Google or Apple Wallet. </li> </ul> <p>While talking about bringing clients to the chatbot in messenger and audience increasing, let’s consider a referral program. The program is easier and native in the chatbot. The user can send the chatbot link to all contacts in the mobile phone. Why is it so good at work? The message in the messenger open rate is very high. Will you open the inbound message from your friend? Probably, yes. Also, the sender gets bonuses for sending referral links. </p> <p>We described below the scenario of how to engage with the bank client and increase the conversion with great value for the end-user and business. </p> <p>Take a look at our case studies and explore features that could be implemented in your banking chatbot solution:</p> <ul class="wp-block-list"> <li><a href="https://bank.chatbots.studio/case-study/">Viber chatbot for Concord bank </a></li> <li><a href="https://bank.chatbots.studio/vtb-case-study/" target="_blank" rel="noreferrer noopener" aria-label="Facebook Messenger chatbot for VTB bank (opens in a new tab)">Facebook Messenger chatbot for VTB bank</a></li> </ul> <p>The post <a href="https://bank.chatbots.studio/blog/chatbot-value-for-banking-and-finance/?lang=en">Chatbots Value for Banking</a> appeared first on <a href="https://bank.chatbots.studio">#1 in Conversational Banking — Chatbots.Studio</a>.</p> ]]></content:encoded> </item> </channel> </rss>