PRSONAS™ Blog

When a customer has a problem with their account or a question about opening a new one, visiting the local branch isn’t at the top of their list of convenient solutions. And arguably so, what with long lines or appointments running long. Let’s face it, people LOVE waiting in lines at the bank, right? They’ve got plenty of time to stand around on their lunch break instead of actually eating food. Right? No. But, that’s exactly what’s happening in our brick and mortar financial institutions today. Average wait times are getting longer at bank branches across North America, according to a study by Financial Management Solutions. Even top-tier financial institutions saw wait times lengthen by an average of about half a minute. Maybe that doesn’t seem like a lot of time, but when you’re the one waiting ... you think about all things you could be getting accomplished in those intervening thirty seconds. Most recently, many branches are closing and consolidating making more customers bank at fewer locations. Don’t even get me started on drive-throughs. And calling customer service is not much better thanks to an increase in banks converting to automated systems. Most of the time, getting an actual person on the phone can seem an act of divine intervention, only then to be transferred to another department where the process can begin all over again. Good times!

In their defense though, faced with emerging competition from upstart neobanks and other alternative banking solutions, traditional banks are under pressure to cut costs and streamline bottom lines, so they take the most logical step available to them: lay off tellers, customer service staff members, and closing low performing branches, because, of course, that always works. It just means fewer tellers, longer waits, more customers visiting the remaining branches paves the way for an even less enjoyable experience for said customer. In a national Bankrate survey, more than a fifth of Americans said they had not been in a bank branch in more than a year thanks to lackluster customer service. Technology has provided a way to avoid some of these less-than-stellar experiences thanks to smartphones and mobile banking. But, consumers expect more from their financial services and traditional banks are struggling to meet those expectations. If only there was an affordable and innovative way to meet the needs and expectations of the modern consumer. Enter PRSONAS-VMS™.

PRSONAS™ intelligent digital assistants deliver self-service applications, gather analytics, and conduct commerce anywhere, anytime, and in any language. What better way to meet the rising expectations and needs of the banking customer than providing them with the ultimate experience in customer care? What better way to tackle the rising costs and bottom lines faced by today’s financial institutions than with PRSONAS™, an affordable, artificially intelligent, interactive, and conversational member of your digital workforce, and has an amazing personality? Exactly! Using built-in motion sensors providing a contactless experience offers modern financial institutes a solution that abides by physical distancing guidelines, keeps your staff and employees safe and healthy all while confronting the customer service challenges facing them today.

Imagine walking into your local bank branch and being greeted by the smiling face of a PRSONAS™ digital assistant, the newest member of your digital workforce. Not only is she friendly and knowledgeable, but she can even communicate with you in whatever language you are most comfortable with, including sign language. Est-ce que tu parles français? sprichst du deutsch? ¿hablas español? oui, ja, and si. They say you only get one chance to make a first impression, that first impressions are everything. Nowhere is that truer than in direct customer service businesses, like your local bank branch. In today’s self-service world, consumers expect more. Erica brings THE more. She never has a difficult day or worries about the economy or stresses over the latest comments on social media. She always brings her A-game and she is dressed to impress. Your customer is her sole concern and they have her complete undivided attention.

PRSONAS™ is more than just a pretty interface. She is also one smart cookie!

She helps customers check-in for scheduled appointments, get a site tour of their local branch, and even explore mobile offerings available to them. And if a customer needs added support, she directs them to the appropriate branch personnel.  As she performs her duties, She is also learning about consumer habits and preferences. She tracks every transaction and requests the customer makes, providing the bank with analytics from real-world engagements. These analytics supply direct feedback not only on how banking consumers are using Erica now, but can also be used to identify how those same customers perceive the branch and what product offerings they would like to see, allowing a personalized service for each and every one of them.

PRSONAS™ establishes a human relationship with each bank visitor from the second they walk into the building, all the while freeing up banking employees to do what they do best: use PRSONAS™ interactions with each and every customer to create a seamless experience for each one, such as opening a new account or resolving issues. The adoption of a digital workforce serves to successfully respond to the customers’ needs and preferences. This is the definitive solution for banks that are struggling to survive in today’s competitive financial market and do so during a global pandemic. Newcomers to this arena are not only challenging banks with lower fees and high-tech solutions but also promoting a business model that puts customers’ needs first, in essence, humanizing the consumer’s experience. With the growing number of alternative banking options available to people today, there are more choices than ever as to where to place their money and build their financial future. With PRSONAS™ serving as their first line of engagement with the bank, traditional financial institutions will be positioned to become the consumer’s first and last choice for conducting their banking business.

So why wouldn’t you invest in your future workforce with an intelligent digital assistant? Improving your customer’s experience, one efficient yet memorable engagement at a time! Let’s face it! PRSONAS™ is simply cool!