The banking and finance industry has long been criticized for its inefficiency in regards to customer and employee services. Given this challenge, Kasikorn Bank was looking for a solution that would help customers deal with their finances more efficiently, while also providing employees with more growth and accessibility opportunities. Therefore, the ultimate solution would incorporate a digital approach where information and support is easily attainable.
KBank quickly saw this challenge as an opportunity and decided to partner with Amity by integrating Bots into their communication channels. For their two customer-facing channels, the company used Bots to advertise campaigns and promotions to customers, transition from segment to custom services, perform transactions and spending alerts, register products, and connect customers to an agent call center.
With these implementations, the company allowed customers to quickly solve their issues and benefit from a stable support network. Most importantly, customers could better manage their finances and build their confidence without having to spend so much time on the platform.
Kbank also took advantage of the partnership with Amity by integrating Bots into their employee-centric channel. The company used this feature to manage their internal knowledge, build management through the Chatbot, and deliver internal announcements. Overall, these changes resulted in more engagement and satisfaction from workers, as they found it easier to connect to each other, find important information, and manage other teams.
Having just started developing their digital capabilities, Kbank is looking towards the future to be able to help customers and employees get the most out of their experience.
The future is social and Amity is looking forward to providing companies such as Kasikorn Bank with all the resources so that customers and employees can feel encouraged to become active brand supporters!