CommBank subsidiary Bankwest has tapped LivePerson to build a new conversational banking experience that enables bank customers to message the bank for service over the bank’s website and app.
The experience works just like popular consumer messaging services, providing a hassle-free way for customers to get service from the bank. Conversation history is available and in sync whether a customer logs in on the bank’s website or app. Customers can start a conversation from their computer and pick it back up on their phone or vice versa. Push notifications and history allow customers to continue conversations on their own time.
Following the introduction of Bankwest’s web messaging last month, the bank saw a 9 per cent jump in customer satisfaction (CSAT). Bankwest expects the additional in-app messaging feature, which is available now to all Bankwest customers anytime or day, to further improve CSAT.
Bankwest’s General Manager – Contact Centres, Max Clarke, said, “Consumers prefer messaging their friends and family because of the convenience to go about their day while they have a conversation.”
He said this partnership LivePerson brings together the enabling technology and operations capabilities to bring that experience to banking.
Bankwest’s conversational banking experience was created and is managed with LivePerson’s LiveEngage platform. LiveEngage enables a brand to provide sales and customer care over popular consumer messaging services and voice assistants, along with the brand’s apps, websites, and phone systems.
The platform brings together the AI and automation necessary to operate the experience at scale, plus the supporting backend integrations to offer capabilities such as balance inquiries and loan applications, the software company said.
The Bankwest app is available for iOS and Android phone devices. Its in-app messaging feature is available now for all Bankwest customers.