Banco Macro creates effortless self‑service options with Nuance
Founded in 1985, Banco Macro quickly established one of the largest branch networks among private banks in Argentina. Today it provides a diverse range of financial services from personal banking and loans to business accounts and payroll plans, operating across four provinces in Argentina: Salta, Jujuy, Misiones, and Tucumán.
Description
Banco Macro wanted to strengthen its presence across its customer service channels, with the goal of creating more effortless omnichannel experiences. The bank wanted to introduce new self-service options for popular channels like its website, social media channels, and WhatsApp. But with each channel supported by a point solution from a different technology vendor, it was proving difficult to create and manage the seamless experiences Banco Macro’s customers expect.
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Alejandra Rodríguez
Digital Transformation Manager
Banco Macro
Challenge
Banco Macro wanted to create omnichannel experiences for its customers and automate more points of contact across its engagement channels. After using disparate technologies from multiple vendors, the bank wanted to find a partner that could provide a unified solution.
Solution
The bank deployed Nuance Virtual Assistant and Nuance Live Assist on its website and on WhatsApp. The VA offers customers conversational, automated service when they start an engagement, and can seamlessly transfer complex cases to a live agent.
Result
The VA handles more than 130,000 engagements every month, with an approximately 90% successful intent recognition rate. The bank is now expanding Nuance Virtual Assistant and Live Assist across other channels, including Facebook, Instagram, and its mobile app.