Welcome to the New Age of Cognitive Banking Customer Engagement
Enlighten is created to be your customers’ preferred channel for interactions. Powered by KAI and delivered through financially literate and always-available digital assistants, Enlighten makes your digital assistant “the” channel for customer engagement.
Enlighten assembles a full financial picture of each customer and proactively communicates with them – using data from your customers’ financial and engagement history, along with scientific behavioral insights – to win customer trust and achieve previously unimaginable levels of digital engagement.
It’s time to Enlighten
Smart Interactions Based on Deep Contextual Insight
Enlighten knows your customers – really well. It uses that knowledge to create an experience that is tailored to their preferences and demonstrates your commitment to their financial wellbeing.
The solution tracks, analyzes, and learns each customer’s questions and interaction history, as well as trending topics, to deliver personalized conversations and next best actions that guide them on their individual financial journey.
By creating these moments of discovery and opening up new opportunities for financial improvement, Enlighten builds trust with your customers that drives engagement.
- Wellness Snapshot showcases credit profile, spending habits, and overall balance.
- Personalized Conversation Starters based on user context, conversation memory, and bank business rules guide customers to improve personal finances and achieve lifestyle goals.
- Shortcut Menu includes personalized, suggested intents based on the individual’s conversation history and behavior patterns of lookalike customers.
- Intuitive Interactions closely align with what customers want and need for ongoing financial wellness.
Re-engage with idle users based on conversation state and the customer’s history with the assistant:
- Prompts for user feedback
- Additional feature highlights
- Insights on trending topics
- Configure Alerts within the conversational flow. Prompts allow customers to control which banking services they will engage with consistently.
Natural Conversations with Voice or Text that Create Remarkable Experiences
Enlighten delivers personalized and intelligent insights, alerting when needed and notifying when offline, and ensures your customers are always informed and always connected to your bank throughout their financial journey.
It’s an omnipresent solution – through text, touch, and voice – and is designed to promote ongoing engagement, continually pulling your customers into a digital channel that will make them want to do more.
Not only is Enlighten highly intelligent, it’s also enjoyable, right down to the interactive avatars that intuitively adapt to the experience, the AI-driven features, and the surprisingly frictionless way it surfaces information, at just the right moment, for the right reason.
- Send conversational notifications to support service needs and move customers to higher-value activities.
- Enhance engagement and create a sophisticated, modern aesthetic for your digital assistant.
Proactive Features that Showcase Your Digital Intelligence
Using conversation data and usage patterns, Enlighten proactively recommends features that highlight the depth of your digital engagement.
It provides dynamic follow-up messages that direct customers to explore additional engagement options that align with what they and others have historically needed – all optimized to each step on the customer journey. Enlighten doesn’t need to ask what the customer is looking for; it knows exactly what they’re doing and where they are on the channel.
With this deeper understanding of your digital capabilities, customers will return to Enlighten and, ultimately, rely on it alone for engaging with your bank.
- Deliver contextualized responses based on the customer’s location on the channel and the digital application being used.
- Help customers discover additional insights and services relevant to their financial goals.
Customer Engagement That’s Actually Profitable
Traditional customer engagement methods are losing to digital convenience AND costing your business time and money.
That’s because the two go hand in hand. Enlighten offers an alternative approach that your customers will prefer and return to throughout their financial journey. The result is lower engagement costs and higher revenue per customer. Handle just about any customer request in a fraction of the time it takes the call center and free up your agents to focus only on high-priority issues.