Mahindra Comviva, the provider of mobility solutions, has announced the release of the new version of mobiquity Wallet which comes with an embedded chatbot to assist wallet consumers through their digital payments journey with their banks.
The new and improved mobile application provides an intuitive and intelligent conversational interface that helps banks to deliver an interactive and personalized experience to their customers.
As per eDigitalResearch, live chat shows the highest satisfaction levels for any customer service channel with 73% compared to 61% for email and 44% for phone. This provides banks with the incentive to leverage digital services like chatbots to provide fast and seamless services to their customers and thus provide higher levels of customer satisfaction. Also, with Gartner predicting that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human, a chat-based implementation becomes important now.
Speaking on the occasion Srinivas Nidugondi, SVP and Head, Mobile Financial Solutions, Mahindra Comviva, said, “Intelligent payments” are the future. Chatbot will make transactions on the digital wallet as simple and seamless as conversing with friends on the social channels, removing complexities in registering for a digital wallet or making payments. Moreover, chatbots will help to improve banking ROIs by automating repeat value transactions as it replaces manned helpdesk.
“The millennials are already attuned to using chats for almost everything, thanks to the advent of the likes of Google Assistant. Bots are already being used by futuristic banks to drive automation for backend processes. Our intention is to help them extend that to the consumer touch points as well” he further added.
mobiquity Wallet 2.4 will provide chatbot based registration and payments services initially, with further plans to expand the services to include context driven interactions as well as integrate artificial intelligence to drive the consumer journey. The combination of artificial intelligence and a customer friendly interface can help to deliver personalized and contextually relevant solutions across various delivery channels.