Conversational

Conversational banking allows banks through their staff to create personal relationships with customers. Banks benefit from improved relationships in all phases: Early advice and consultation for new contacts is more convincing and engaging if done by real people. Onboarding with personal help is less prone to cancellation during the process. Active customers are more likely to take offers and follow personal push messaging. Banks as many other services must reach out to customers through rather technical and text heavy web interfaces. Any method that makes the interaction more personal and more human is beneficial.

The human aspect is important. Therefore weblin shows the staff as people who approach potential customers as they would in the real world.

A yet unknown user enters the banking web site. This might be a service space or an informational offer. Then a representative of the support staff uses the avatar to walk up to the user and offer help. This might even include a unidirectional A/V-conferencing, that shows the staff member live while keeping the visitor initially private.

A yet unknown user enters the banking web site. This might be a service space or an informational offer. Then a representative of the support staff uses the avatar to walk up to the user and offer help. This might even include a unidirectional A/V-conferencing, that shows the staff member live while keeping the visitor initially private.

Approaching users with a human figure comes as close as possible to the customer experience in physical bank branches as opposed to a chat window that is presented as a button on top of many other buttons and text. In other word: a human figure may ask if help is desired whereas a button must wait until it is clicked.

Rather than hiding behind a chat button the staff appears as a person. Users will learn to recognize their personal consultants by the image just as they do in the real world. Subsequent conversations, being it lead generation, onboarding or advanced consultation, profit from the human touch that starts with a human figure opening the conversation.