Banking Customer Support Transformation with Lingvanex Chatbot

Challenge

Studies indicate that most banking customers prefer support in their native language. A major regional bank* approached Lingvanex to optimise its customer service operations, facing challenges due to high customer demand, limited service hours, language barriers, and the high costs of staffing a large support team.

Additionally, the bank wanted an efficient solution to handle frequent inquiries, such as “How can I open an account?” and “What documents do I need?” without overburdening human agents. With a focus on enhancing accessibility, streamlining support, and boosting customer satisfaction, the bank required a scalable, secure, multilingual solution to automate and personalise customer interactions across platforms.

*The company's name is not disclosed in compliance with confidentiality agreements.

Solution

Product: On-premise Translator for Slack

To address the bank’s unique needs, the Lingvanex team proposed an on-premise chatbot solution. This allows the bank to provide instant responses to common customer inquiries in over 100 languages directly on their platform, while maintaining data privacy and security within the bank’s infrastructure.

To ensure smooth integration and effective results, Lingvanex offered a free one-month trial period, allowing the bank to conduct comprehensive testing and make any necessary adjustments to tailor the chatbot’s responses to specific customer needs.

Results

Following a successful trial and integration, the bank saw immediate improvements across customer support metrics. Operational costs decreased significantly as the chatbot managed up to 70% of routine inquiries, freeing human agents to focus on more complex cases. Customer satisfaction ratings improved as clients enjoyed 24/7 service and prompt, accurate responses. Conversion rates increased due to the streamlined customer journey, with more customers successfully navigating account sign-ups and other services independently.

By implementing the Lingvanex chatbot, the bank established a new standard of customer care, integrating multilingual, automated, and cost-effective support into its digital services, strengthening customer loyalty, and reinforcing its position as a forward-thinking leader in the financial sector.