Brand: rabomobiel

Lisa, the brand agent of Rabo Mobiel (Rabo Mobile; Dutch), now also listens to open questions asked by the consumer. Whoever calls customer services (0900-9890) will immediately get to speak to Lisa. With the help of open question speech recognition Lisa can bring them into contact with the most suitable person of customer support. If they're not immediately available, customers won't need to stay on hold, but will be called back. That increases the positive customer experiences and efficiency of customer services.

And again the dialogue is shaped a little further. Lisa’s already answering simple questions, but she’ll be able to handle more and more complex questions. Currently Rabo Mobiel still searches for a specialist in the call center, but soon the questions will become so specialistic that Lisa will connect you with the specialist of Rabo Mobiel in the Netherlands and then in Europe and eventually in the world. We manage to automate ever more communication; ever more interesting is the work that’s left.

Rabo Mobiel, the mobile division of Rabobank, has her virtual employee Lisa advise consumers what phone to choose. Lisa welcomes you in spoken language, and asks what you are looking for. Then the website user gets a menu of choices he or she can click on. Lisa then continues in spoken language. This way brand agents slowly evolve. Now still on a sub page, later prominently on the home page. Now just through the computer screen, in the future through the mobile phone, TV, TomTom, e-paper and every other possible display still to be developed. Now still in textual surroundings, but in the future we will see Lisa in a RaboMobiel specific surroundings. This way the dialogue slowly comes to life. This is a small step in that direction.