A financial giant has begun testing an online chatbox platform from a fintech start-up as it sets out to convert website visitors into committed customers.
AMP is trialling Flamingo’s Cognitive Virtual Assistant platform ‘Rosie’ for its Flexible Super superannuation product for a period of four to six months on a “paid trial basis,” following the signing of a proof of concept in December last year.
In an Australian Financial Review
report, an AMP spokesman said: “We are trialling the latest technology to ensure our interaction with customers through our online support platforms is best practice.”
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Catriona Wallace, founder and CEO of Flamingo, said ‘Rosie’ was designed to help financial institutions assist and retain customers as they deliberate on which “complex financial products” were right for them.
“It is an artificial intelligence engine that guides customers through their financial services product purchase, or through onboarding or inquiries,” Wallace told AFR.
In research commissioned by Flamingo to Fifth Quadrant, it was found that while 77% of people were “comfortable” to “very comfortable” with the concept of using chatbots when communicating with organisations, early generation online customer assistance tools have rated poorly for “conversions”.
Yet Wallace said this year would be the year of artificial intelligence and “bot strategy,” and that more financial service institutions would be experimenting and testing.
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