Conversational AI: The New Normal in Customer Service for Banks During the Pandemic

The COVID-19 pandemic has forced many businesses to adjust their customer care strategies to meet the changing needs of their customers. With social distancing measures in place and many physical stores closed, brands have turned to Conversational AI to provide personalized and efficient customer care in a virtual environment. Here are some ways that brands have leveraged Conversational AI during the COVID-19 crisis to effectively handle customer care:

Conversational AI-powered chatbots can provide instant assistance to customers by answering common queries and resolving issues. Brands have utilized chatbots to provide real-time updates on service disruptions, changes in business operations, and safety measures. This has helped customers stay informed and minimize the spread of misinformation.

For example, Federal Bank launched Feddy, an AI-powered virtual assistant, to help customers navigate the impact of the pandemic on their finances. Feddy can provide real-time updates on account balances, recent transactions, and other financial information, as well as assist with tasks such as bill payments and money transfers.

Certain chatbots have also been used to handle the surge in customer inquiries related to refunds, cancellations, and rescheduling. With many businesses experiencing an unprecedented volume of customer queries, chatbots have provided quick and efficient responses, saving both time and resources.

Moreover, conversational AI-powered chatbots can also assist in making transactions and bookings, thereby reducing the need for human interaction. This has been particularly important in industries such as healthcare, where minimizing physical contact has been crucial in reducing the spread of the virus.

Brands have also leveraged conversational AI to provide emotional support to customers during the pandemic. With many people experiencing stress and anxiety, chatbots have been programmed to provide empathetic responses and direct customers to relevant resources.

In conclusion, conversational AI-powered chatbots have played a crucial role in helping businesses handle customer care during the COVID-19 crisis. By providing efficient and effective customer support, brands have been able to maintain customer satisfaction and loyalty, even in the face of unprecedented challenges. As we move forward, chatbots and conversational AI will likely continue to play a key role in customer care, even after the pandemic is over.