The BNZ Bank may make use of customer service innovations from its Australian counterpart, the National Australia Bank, and discussed at the recent Genesys Laboratories conference in Melbourne, says a BNZ spokesman.
NAB’s Steve Collier, general manager sales performance retail banking, spoke about customer textual “chat” on the website, including systems for monitoring customer website activity, which can indicate a customer is unsuccessfully looking for something and trigger a prompt to help them.
He also demonstrated novel layout of website services to enable customers of a specific type to zero in on information relevant to them (www.nab.com.au/life), and discussed online approval for loans and trials of mobile messaging.
NAB has also explored speech recognition and natural language parsing, to enable some capability for automated response to customer phone queries.
“Being part of the NAB Group means are able to share information about new technologies and where possible, we look to leverage group initiatives — especially where there is a good technological fit and the innovation makes sense for our customers and the bank,” says BNZ’s spokesman.
“Conversely, we also share information about BNZ developments across the NAB Group, a good example being our NetGuard second level authentication for internet banking customers.
“We are working on a number of other web initiatives and while fully aware of the NAB Group plans for the web, at this stage our team is still evaluating those plans,” BNZ says.
Collier also talked about the need for other parts of the organisation to communicate with its own contact centre, so it could be primed, for example for increased interest in particular products or services generated by an advertising campaign. Success of such campaigns in the past has caught front-line staff unawares with an increased volume of calls that was hard to manage, Collier says.
• Stephen Bell travelled to Melbourne as a guest of Genesys