Active.AI is a cutting-edge conversational AI platform designed to enhance customer engagement and automation for financial institutions, including banks, credit unions, and fintech companies. Here’s a comprehensive overview of what the product does and its key features:
Purpose and Functionality
Active.AI leverages advanced artificial intelligence, natural language processing (NLP), and machine learning to create intelligent virtual assistants. These assistants enable natural dialogues with customers through various channels such as messaging, voice, and IoT devices. The platform aims to provide a highly personalized and efficient conversational experience, reducing the need for human customer support and enhancing overall customer satisfaction.Key Features
Conversational Banking
Active.AI allows customers to engage in natural dialogues over multiple platforms, including messaging apps (e.g., Facebook Messenger, WhatsApp), voice assistants (e.g., Amazon Alexa, Google Home), and web applications. This enables customers to perform tasks such as balance queries, fund transfers, and other financial transactions seamlessly.Automation and Efficiency
The platform can automate responses to frequently asked questions, reducing the volume of calls and chats to call centers by up to 50%. This automation helps in managing call overflow and after-hours calls, thereby alleviating staffing pressures.Predictive Capabilities
Active.AI’s AI technology predicts the needs of customers by anticipating their next questions during a chat session. This predictive feature enhances the user experience by providing proactive support.Customization and Integration
The platform offers highly customizable features, including business rules, custom responses, and branding. It also provides pre-built workflows and pre-trained datasets, along with pre-certified integrations with financial software systems like Finastra. APIs are available for extending the platform’s features.Multilingual Support
Active.AI is notable for its bilingual capabilities, supporting both English and Spanish, making it accessible to a broader user base.Accuracy and Reliability
The platform boasts a 95% accuracy rate in addressing customer queries via voice, video, and messaging. This high accuracy ensures reliable and personalized information is shared with customers.Global Reach and Scalability
Active.AI serves financial institutions across 43 countries, managing millions of monthly conversational banking sessions. The platform has enabled over 300 million user interactions and fulfilled more than 50 million service requests.Technical and Operational Aspects
- Setup and Implementation: The setup process typically takes between 8-12 weeks, depending on the channels being implemented, systems integrated, and the number of FAQs customized.
- Partnerships and Support: Active.AI has strong partnerships with major technology and consulting firms such as AWS, Microsoft, Infosys, TCS, Finastra, EY, PwC, and Accenture, ensuring robust support and integration capabilities.