Volkswagen Bank GmbH offers efficient customer service via chat for direct banking products with Mercury.ai

Thanks to Mercury.ai, we can provide our customers with answers to a wide range of recurring inquiries around the clock, which has increased customer satisfaction. The efficiency gains achieved in customer service through the AI chatbot are remarkable.

Achim Schwörke-Lukasik, Specialist for Digital Inbound Channel Management)

Volkswagen Bank GmbH, a wholly owned subsidiary of Volkswagen Financial Services AG, offers a broad portfolio of products. This ranges from the financing of new and used vehicles to direct banking and dealer financing. With its direct banking products, it provides its customers with financial flexibility. The portfolio includes savings and investment products, credit cards, and checking accounts. The direct bank faced the challenge of handling its high volume of customer service inquiries even more efficiently. With the goal of improving and expanding customer service, a chat solution tailored to its needs was to be implemented. The bank chose Mercury.ai and its chatbot and live chat solution. This case study highlights the successful integration of Mercury.ai into the customer service strategy and the resulting benefits.

Initial Situation

Traditionally, customer service for direct banking products was handled via telephone, email, and self-service channels. One goal was the introduction of a chat channel to provide customers with a fast and easily accessible communication method. By implementing a chatbot, part of the communication was to be automated in order to improve efficiency and customer satisfaction in customer service.

Solution with Mercury.ai

Using the Mercury.ai platform, an intelligent chatbot was developed that is precisely tailored to specific service requirements. The chatbot offers customers comprehensive support on topics such as initial registration for online banking, PhotoTAN activation, online access data, and product information. Thanks to AI-powered language understanding, the chatbot understands a wide variety of customer inquiries and navigates them efficiently and reliably to the required information or forms. For more complex issues, inquiries are forwarded to human service teams, taking into account the working hours and workload of service staff.

Thanks to the versatile capabilities of Mercury.ai, we were able to develop a chatbot that is tailored precisely to the needs of our customer service. The flexibility and efficiency of the solution are outstanding and offer our customers genuine added value.

Ronny Herbst, Product Owner Chatbot & Livechat Solutions

Volkswagen Bank GmbH offers efficient customer service via chat for direct banking products with Mercury.ai

The introduction of Mercury.ai has led to improvements in customer service:

1. High automation rate: The chatbot from Mercury.ai has delivered noticeable efficiency gains by autonomously answering a large number of recurring inquiries 24/7. This means that thousands of chats can be answered automatically each month. This automation rate contributes sustainably to operational efficiency.

2. Cost savings and a positive business case: The implementation of the Mercury.ai chatbot resulted in cost savings. The automation level described above and the resulting efficiency gains have ensured a positive business case.

3. Valuable customer feedback: Through the use of chat solutions and the feedback gained from them, processes, products, website content, and the chat solutions themselves can be continuously optimized. In addition, potential for further expansion stages becomes visible.

These successes demonstrate how integrating Mercury.ai into customer service not only enhances operational efficiency, but also contributes to higher customer satisfaction through fast, precise, and 24/7 support.

Implementation on the websites is straightforward and does not require extensive technical expertise. The solution is deployed with just a few lines of code, ensuring seamless integration.

Mario Prüßner, Technical Application Manager Chatbot & Livechat Solutions

Conclusion

The introduction of Mercury.ai's chatbot and live chat for the direct banking offering has proven to be a successful initiative. Thanks to the high automation rate and the efficient handling of customer inquiries, service quality was improved, inquiry volumes were managed effectively, and efficiency gains were realized. The positive response from customers and employees underscores the success of this initiative.