Clari5 is a real-time intelligent, conversation and interaction management engine that adds tacit intelligence to customer interactions. In addition to functioning as a relevance-based system and displaying key offers for the customers, it factors new information in real-time, adjusts to prompts, and intelligently participates in customer interactions – simulating real human conversation.
This solution assimilates structured, unstructured, real-time, and offline data, through multiple channels and interactions. Clari5 ‘remembers’ behaviors, makes assumptions, understands contexts, seeks answers, and answers queries as well. This ensures that customer interactions across channels are contextual and personalized, with a keen focus on ‘right-talk enabled right-sell’. The solution effectively institutionalizes customer relationships with the bank instead of with the agents of the bank. It arms businesses with sustainable competitive edge through the consistent delivery of ‘business-class’ customer experience, with price parity.
Banking Customer Relationship Key Modules
- Real-time intelligent, conversation and interaction management engine (RICE)
- Single-view relationship manager
- Operations manager
- Internet agent
Banking Customer Relationship Business Benefits
Robust Cross-Sell Framework
The solution enables smart customer engagement, ensuring that all interactions across channels and people are contextual and in real-time, supported by tacit information and data from unstructured and offline sources. This effectively sustains true relationship banking, and provides a robust framework for cross-sell opportunities.
Greater Service Efficiency
With Clari5 institutionalizing customer relationships with the bank, instead of with agents of the bank, new relationship managers can add value in their roles, after a minimized latency period. It helps them clearly focus on areas of concern and take suitable and timely action. Response time to customer requests is also significantly reduced.
'Business Class’ Customer Experience
Clari5 provides instant customer recognition, reduces the average handle-time call hold, lowers call transfer counts and empowers relationship managers to consistently perform with greater relevance, thereby enhancing the service experience for customers.