The digital advisory process of the Cantonal Bank of Zug

The Cantonal Bank of Zug is pioneering the digitization of the customer advisory process and is using the chatbot «Mona».«Mona» stands for <My Online Assistant>.

Several use cases have been defined for «Mona» and the chatbot is there to offer customers help on the e-banking login page, calculate mortgages, issue mortgage quotes and provide information on products and services. For this purpose, the topics where the most frequent questions arise were chosen to be answered in a standardized way. In addition, the live chat solution Unblu is fully integrated into the chatbot and allows website visitors a seamless transition from chatbot to advisor. During the realization of «Mona», Zuger Kantonalbank was supported by the service company and customer service expert PIDAS AG, Solution Partner of aiaibot.

In the first two months since implementation, more than 15,000 interactions were recorded, and Zuger Kantonalbank received a great deal of praise for the digital assistant.

Since the beginning of March 2022, Mona has been helping customers with questions in the logged-in e-banking area and customer portal. The chatbot also offers a connection to live chat if there are questions that exceed Mona's remit. With live chat, Mona then passes the conversation to a Zuger Cantonalbank employee. The Zuger Cantonalbank has no data protection or security concerns.

There are already further future plans for "Mona". In any case, a huge milestone has already been reached with Mona in the logged-in area of e-banking, including the live chat function. The use of the AI and Robot modules will make Mona even more intelligent and further support Zuger Cantonalbank in automating processes.