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

Thanks to Mercury.ai, we are able to provide our customers with answers to a wide range of recurring questions around the clock, which has increased customer satisfaction. The efficiency gain in customer service resulting from the AI chatbot is remarkable.

Achim Schwörke-Lukasik, Subject Matter Expert Digital Inbound Channel Management

Volkswagen Bank GmbH, a wholly owned subsidiary of Volkswagen Financial Services AG, offers a broad range of products. This extends from the financing of new and used vehicles to direct banking and dealer financing. With its direct banking products, it enables its customers to have financial flexibility. The portfolio includes savings and investment products, credit cards, and checking accounts. The direct bank was faced with the challenge of managing its high volume of inquiries in customer service even more efficiently. With the goal of improving and expanding customer service, a chat solution tailored to their 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 in order to offer customers a fast and easily accessible communication path. By implementing a chatbot, part of the communication was to be automated to improve efficiency and customer satisfaction in customer service.

Solution by Mercury.ai

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

Thanks to the diverse capabilities of Mercury.ai, we were able to develop a chatbot that is tailored exactly to the needs of our customer service. The flexibility and efficiency of the solution is excellent and offers our customers genuine added value.

Ronny Herbst, Product Owner Chatbot & Livechat Solutions

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

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

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

2. Cost savings and positive business case: The implementation of the chatbot from Mercury.ai led to 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, potentials for further expansion stages become visible.

These achievements demonstrate how the integration of Mercury.ai into customer service not only improves operational efficiency but also contributes to higher customer satisfaction through fast, precise, and round-the-clock support.

Implementation on the websites is straightforward and does not require extensive technical expertise. With just a few lines of code, the solution is implemented, ensuring a smooth integration.

Mario Prüßner, Technical Application Manager Chatbot & Livechat Solutions

Conclusion

The introduction of the chatbot and live chat from Mercury.ai for the direct banking offering has proven to be a successful measure. Due to the high automation rate and the efficient processing of customer inquiries, service quality has been improved, inquiry volume has been effectively managed, and efficiency increases have been realized. The positive feedback from customers and employees supports the success of this initiative.