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Benefits of IVA and Chatbots in Banking, Healthcare, and Telecom

Nooreldeen Abbas
March 10, 2022
The uses of Interactive Voice Assistant (IVA) and Chatbot technology continue to proliferate in various industries. The rapid development these technologies are currently undergoing is helping revolutionize the customer service experience sphere. Xina AI, a start-up company in the Middle East, is at the forefront of that market with its IVA and Chatbot solutions 

Benefits of IVA and Chatbots in Banking, Healthcare, and Telecom

The uses of Interactive Voice Assistant (IVA) and Chatbot technology continue to proliferate in various industries. The rapid development these technologies are currently undergoing is helping revolutionize the customer service experience sphere. Xina AI, a start-up company in the Middle East, is at the forefront of that market with its IVA and Chatbot solutions 


Driving businesses forward

IVA and Chatbot solutions are becoming smarter and smarter, expanding beyond their once rudimentary form. Xina AI's smart IVA and Chatbot possess natural language processing and understanding; this is a game-changer for companies in the MENA region. 


Instead of companies focusing their limited financial and human resources on traditional customer service support, Xina's AI tech provides instant, high-quality, and automated customer service. This frees up the company's limited human resources and allows them to tackle more complex tasks. 

Xina's services are available 24/7, ensuring customers receive their support at any time. Additionally, behavior preferences and local linguistic identification result in a better service customized and tailored towards the consumer. These tools are built to increase customer satisfaction to ensure continued customer retention and drive-up lead conversion, subsequently improving sales and improving the companies return on investment. 


Natural Language Processing (NLP) offers firms a unique advantage when expanding their operations. The IVA and Chatbot services are infinitely scalable; they can carry an infinite number of customer requests at any time. NLP eases the process of expanding into new Arabic-speaking markets. NLP-based services, such as IVAs and Chatbots, can easily handle heavy workloads, understand different languages and dialectics of customers and interact with them, and improve their customer care services drastically, all the while not incurring any extra cost on the company. 




Benefits of IVA and Chatbots in Banking

The world of Banking and Financial tech is transforming with smart IVA and Chatbot solutions. The technology can cover a wide range of applications within banks. It enables high-quality customer service any time of the day and offers great cost-saving opportunities within a bank's digital banking system. 


Chatbot and IVA can hyper-personalize the conversations the AI has with the customer by analyzing past personal data, inquiries, and conversations. The AI agent can answer questions about what types of loans and credit cards are available for the customer or assist with conducting online payments, transactions, or paying bills. For example, clients can ask questions about their transaction history and ask for them to be presented in weekly or monthly charts, the AI then offers insights into spending habits and advice regarding them. 


The banking world has already begun using this technology. Bank of America has been offering the AI solution "Erica, the Financial Digital Assistant" since 2018. 


Benefits of IVA and Chatbots in Healthcare 

IVA and Chatbot solutions offer unique and greatly valuable services to medical personnel and patients alike. The AI agent helps hospitals and clinics streamline patient management. The AI can engage with patients, set up appointments for check-ups and tests, and answer general inquiries.


Past data and medical history for patients can be examined, and the AI agent can assist with processes such as reminders for prospection refills and information on the current dosage used for each patient. Patients' history and biometric data are automatically sent to doctors and medical personnel, alongside any clinical instructions related to the patient. Clinics and hospitals can reduce costs by automating scheduling while minimizing errors and providing these services for customers around the clock. 


AI Chatbot and IVA are also playing a crucial part in tele-health. Patients can interact with the AI to receive answers to general medical questions such as first aid instructions. The AI can also fulfill prescription refill requests, update patients with test results, provide them with summaries of previous visits, and inform the patient on future check-ups they need to attend. AI Agents can also offer information about insurance services and help automate the process of acquiring them. 


Major medical intuitions have already begun using Chatbot solutions and implementing them in their customer service. Mayo Clinic and The NHS have partnered with Sensely for their conversational AI Chatbot offerings. 



Benefits of IVA and Chatbots in Telecommunication 

IVA and Chatbot AI play a major role in improving customer service in the telecommunication industry. AI agents can help with tasks such as paying bills or topping up accounts, checking up on remaining data and minutes, and providing information on queries such as geographic coverage and set up procedures. 


In the telecommunication industry, the majority of technical issues customers encounter are usually standard and repetitive. As a result, AI assistants can effectively take over and solve the initial troubleshooting phase. In most case scenarios, the AI can resolve the problems by itself. If issues are too complex, it can send the customer directly to a human agent, with a summary already in place, accelerating the resolution of the problem. 


Additionally, the AI can help with boosting sales and increasing revenue; by tracking analytics and patterns, it can spot opportunities for promotions and deals. It can suggest plan upgrades and data plans to users based on their usage patterns and needs. 


Scandinavia's largest telco company, Telenor, has implemented its conversational AI "Telmi" in January 2019. The company reported it has easily reached its business and ROI goals within its first year. 




Xina AI: Provider of Conversational AI Services for the MENA Region

Xina IVA and Chatbot use NLP to understand a variety of different dialects from across the Middle East region and interact with customers using their own dialect. This allows companies to offer fast, reliable, and instantaneous customer service to any Arabic-speaking country. Xina technologies can be seamlessly integrated into a company's workflow and processes, and are all deployed onto all social media platforms, any web-based or mobile chat apps, programs such as Cisco, Avaya, Genesys, and all telephony providers and voice to voice systems. 


Moreover, Xina AI Platform will provide rich data reports and conversation summaries after conversations, streamlining quality control and ensuring high-quality customer feedback. 


As it continues to grow, Xina AI aims to continue to develop the dialects supported by its AI and expand into new markets.