The efficient service assistant from Schaffhauser Kantonalbank

Initial situation

Schaffhauser Kantonalbank is one of the best-capitalized banks in Switzerland and thus creates security for customers, employees and owners. As a modern universal bank, SHKB offers comprehensive financial services for private individuals, companies and public institutions.

Our own contact center answers several thousand calls, e-mails and secure mails every month. These are often the same simple inquiries that need to be answered. The time spent on this is then not enough for the contact center to provide support for more complex issues.

Idea & realization

The aim of Schaffhauser Kantonalbank was therefore to offer a self-service channel for its customers - even outside of opening hours. Customers receive quick solutions to their concerns relating to «digital banking», «mobile payment», «accounts and cards», as well as answers to frequently asked questions, such as opening hours around public holidays. This gives the Contact Center more capacity for more complex customer concerns.

The introduction of the chatbot at Schaffhauser Kantonalbank in the form of a guided text dialog was one of the fastest implemented projects at 2.5 months.

In the first 4 weeks, around 6,000 interactions with customers took place. Most of these interactions took place on the e-banking login page, where the bot provides support with various issues relating to e-banking, mobile banking and e-bill.

Schaffhauser Kantonalbank was impressed by the functionality in the front end and, above all, the intuitive handling in the back end. It is an efficient self-service tool for their bank, with which they can add and optimize stories without external support. They would like to use the experience gained from this guided text dialog to further develop this channel in the direction of conversational banking.

Max-Roland Bider, Product Owner Channel Management, adds:

The short time-to-market of our new chatbot solution can be attributed to three factors. Namely, the intuitive backend, which enabled the bank to create stories internally without external support. The simple integration into the website and the e-banking login page also helped, as did the excellent cooperation with the competent aiaibot team. In the first four weeks after the go-live in July 2023, there were already around 6,000 interactions between the chatbot and customers, which we are very pleased about.