AustralianSuper launches chatbot ‘Ash’
AustralianSuper has launched a chatbot on its website to help its customers with frequently asked questions.
The announcement:
AustralianSuper and LivePerson bring in-app messaging to more than 2 million members
Chatbot ‘Ash’ also launched for live chat on website
Sydney, Australia April 11, 2018: LivePerson, Inc., (Nasdaq: LPSN) a leading provider of cloud mobile and online business messaging solutions, and AustralianSuper, Australia’s largest superannuation fund, have partnered to bring in-app messaging to over two million members, with a view to providing them with better service.
Since the launch in December 2017, AustralianSuper and its members have sent more than 50,000 messages through in-app messaging, with an overall customer satisfaction score (CSAT) of 92%.
AustralianSuper and LivePerson first partnered in May 2015 with live webchat. Now, in addition to in-app mobile messaging technology, AustralianSuper is also introducing a chatbot within LivePerson’s LiveEngage platform. Currently integrated into AustralianSuper’s website, the chatbot, “Ash” (AustralianSuper HelpBot), helps customers with frequently asked questions. Within the next year, AustralianSuper plans to integrate Ash into in-app messaging as well.
Using data intelligence, the bot is able to handle an expanded range of superannuation related questions and respond to customer questions quickly and efficiently. Organisations using messaging and AI to connect with consumers have increased their operational efficiencies, seen agent productivity double, and increased CSAT, compared to voice interactions.
AustralianSuper Group Executive Member Experience and Advice, Shawn Blackmore, said: “We saw an opportunity to better build relationships and talk with our members to help them achieve their retirement goals. With the updated mobile app that includes in-app messaging, members can now have direct access to AustralianSuper instantly.
Messaging apps are now the primary way consumers engage with each other, so it seemed like a natural progression for AustralianSuper to take. It enables members and prospective members to connect with us wherever and whenever they want.”
We are planning to take what we have learned from our text based chat capability and apply it to the voice domain in the near future.”
Andrew Cannington LivePerson’s regional VP, APAC, said: “Consumers have moved away from traditional voice-based communication and toward conversational interfaces such as messaging platforms.
“They want a simplified hassle-free experience. We’re excited to be working with AustralianSuper to provide its members with a convenient way for them to get help conversationally – it’s the future of consumer-to-brand communications.”
Source: AustralianSuper release
FFS – how can a Chabot be available for “live chat”.
Yet another company forgoing the personal side of consumer relationships in order to save a few bucks with some crappy piece of software.
The last thing I want to do when I am on a product’s website, that simply doesn’t have the answer to my query in their content or Q&A is to be routed to a chatbot!
Instead employ people who (I) answer the phone promptly and not put me in a seemingly endless queue because “my call is important” (ii) who know their products and services from top to bottom (iii) who have access to my account details if I am an existing custome, and (iv) who can provide an answer without having to re-route me to another queue to talk to someone else.
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First of all Congratulations to AustralianSuper for launching the Chatbot ‘Ash’.
This will help to solve customers’ queries promptly and effectively within few seconds with the help of data intelligence techniques.
Eagerly waiting for the voice-based chat.
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First of all Congratulations to AustralianSuper for launching the Chatbot ‘Ash’.
This will help to solve customers’ queries promptly and effectively within few seconds with the help of data intelligence techniques.
Eagerly waiting for the voice-based chat.
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It would be game changing if AustralianSuper can implement ‘Voice Bot’ on their mobile app! Voice Bot would be really useful, especially for people like me who are constantly on the road and would love to be able to use the app to ask about my balance and info about my account.
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