NAB Launches Messaging Upgrades – Finance – Software


NAB launched NAB Messaging, which uses natural language processing to give customers greater control when asking the bank for help.

The new messaging platform allows customers to choose when they want to start or reply to a conversation, view interaction history and chat through the NAB app, online banking or website.

Formerly known as NAB Chat, NAB messaging went officially live last Thursday, with users now able to access the service by tapping the message icon in the NAB app or on its digital channels.

The virtual assistant can also connect NAB customers to a banker if used with the app or internet banking, and send notifications when a request has been answered.

The bank said its virtual assistant was trained using real-world customer interactions and uses natural language processing AI to understand queries and respond with responses that match keywords.

The service was developed in partnership with digital engagement platform, Khoros, which also supports the bank’s Apple Messages for Business, WhatsApp and Google Business Messages channels.

The bank expects NAB Messaging to handle more than 2.2 million customer inquiries over the next year as virtual assistants become more popular.

In the bank’s 2022 fiscal year, NAB Chat and the virtual assistant were viewed in more than 2.5 million sessions.

Michelle Sherwood, NAB Channel’s Customer Engagement and Experience Manager, said iTnews he “introduced NAB Messaging to help and serve customers when they need it.”

“The way customers choose to bank and engage with businesses is changing and we are responding to their needs,” Sherwood said.

Sherwood said the messaging feature is asynchronous, allowing customers to engage with the bank when it suits them.

“Customers no longer have to sit in front of a screen, refresh it, and wait for something to happen. They get instant acknowledgment from our virtual assistant,” Sherwood said.

“If the customer can’t chat right away, we’ll let them know when an answer is waiting for them.”

Sherwood said the virtual assistant is also “smarter than ever within this new capability” with more than 600 different customer questions answered accurately.

“In a great example of ‘digital first, human when it matters’, it can also connect customers to the right banker for more complex queries, reducing double-handling,” she said.

“We are also giving the bankers time back. They no longer have to wait for a customer to respond so they can help more customers. »

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