Expanding the family
Initially, Bosley dealt with a generic set of questions in a relatively structured way, however learning over time he has become smarter and more intuitive with every conversation.
Questions were being asked on a range of topics (including credit limit changes, switching between cards, transferring balances, setting a PIN, card activation and payments). The high levels of engagement confirmed to the flexigroup team that customers are interested in chatting with Bosley.
Future developments will enable Bosley to engage with existing customers (via a robust authentication process) to answer questions about their personal information such as their account balance, and to help with monthly payments.
Other future integrations planned for Bosley include Facebook Messenger, and voice software that can accept verbal, rather than typed, responses.
“This is a massive opportunity,” says Tim. “We’re just scratching the surface of how this technology can help deliver a truly customer-centric approach to consumer finance.” His vision is to create a family of ‘chat dogs’ for a range of flexigroup’s card products.
Some of flexigroup’s merchant partners are so impressed that they have expressed interest in using a Bosley-like chatbot in their own businesses.