Customers’ call-center experience is marked for disruption, as the UBA Group is in possession of a new technology powered by artificial intelligence, which allows the option of requesting a call-back to get on demand information.
According to a statement BusinessDay received, UBA Group said it was able to implement the technology using web to phone callback technology developed by Singapore-based Lucep.
Apart from immediate call-back requests, the technology also provides real time analytics that helps the bank meet customers’ needs. To access the technology, the UBA team need to download Lucep App.
“You can see the website widget deployed on the UBA website at ubagroup.com for several financial services and products. The bank’s customers enter in their name and number, and select the reason for which they want a call back. The Lucep AI takes the callback request, and distributes it to the right team, ensuring it goes to an authorised member of the team who has the Lucep.app on their smartphone. This member can then connect back to the customer through the app itself,” UBA Group statement noted.
The benefits include following up on new customers who are inquiring about banking services.
“Let’s say someone who wants a mortgage calls UBA and a few other banks to compare the procedure, costs and paperwork needed. UBA being the only one who has implemented an instant lead response system is able to give the customer a call back within one or two minutes.
“Since UBA is the first to call back, it gives them an edge over others. The bank is able to engage customers and get them to sign up before the competitors have a chance to make a call and talk to the customer. Customers also appreciate the bank calling back instantly, while other banks may take hours or even days to respond. It is this kind of attention to detail, personalised service, and deft use of the latest technologies that has helped UBA stay ahead of its competitors in Africa, and ahead of the trends in the global banking industry,” UBA said.
