Customer Intelligence

Customer Intelligence is an analitical system that, based on data collected in the Bank’s systems and observation of customer activities in electronic channels, identifies the leads/ customer profile and recommends the best offer, using Machine Learning algorithms and artificial intelligence (AI)

The evolution of smart financial institution

81

Banks around the world

believe that the implementation of AI in banking will result in better tailoring of the offer for the client.

56

Financial Institutions

claim that AI will streamline the process of fraud detecting.

What functionalities will be most desirable by your Bank based on artificial intelligence in % responded?

Source: The Economist Intelligence Unit

General information / Defintion

Customer Intelligence is an analitical system that, based on data collected in the Bank’s systems and observation of customer activities in electronic channels, identifies the leads/ customer profile and recommends the best offer, using Machine Learning algorithms and artificial intelligence (AI). It allows to build and maintain new and long-term relationships with existing customers and to expand the range of products and services. This leads to higher sales revenues. ACI is applicable in any industry. Thanks to its open architecture, it can be quickly integrated into the IT systems of banks, insurance companies or financial institutions, among others.

Website
Transactional system
Mobile
Core system
Cards systems
MIS / Big data
Social media – Facebook / Twitter
Ad-words
External databases
CRM
Complaints
In real time, based on current activity in electronic channels
For logged-in clients, the offer is supplemented with a cross / up-sell offer based on profiling and forecasting needs
Detection of patterns indicating the possibility of losing a customer
Generating alerts
On-line presentation of the maintenance offer
Generating a list of campaign recipients
Implementation of campaigns in online channels
Measurement of offer effectiveness – conversion level
Customer segmentation and profiling
Displaying customer profile data and the best offer for a 360 degree view

Advantages

Main Features
  • Sales increase support: accurate analysis of the behaviour of potential customers increases the possibility of winning new customers
  • Personalized offer according to customer needs increasing likelihood of making quick purchase decisions
  • Real-time presented sales opportunity maximises the probability of purchase
  • Offer that meets customer needs at all times and creates a positive customer experience with your brand
  • Profiled customer information suggests the most effective offer to the consultants
  • Increases chances of new sales, cross-sell/up-sell of products, campaign effectiveness, effectiveness of consultants
  • Defines the next best offer for the customer
  • Reduces the number of customer departures
  • Multiple dashboard reports

Campaign process

Costumer intelligence makes it possible to check what users are looking for on the web and which products and services they are interested in. Based on current and historical data, the system supports customer segmentation and personalisation. It enables the effective planning of outbound marketing activities and the selection of suitable contact channels. This enables the company to offer the products that the consumer is looking for or the behaviour of the customer indicates that such a need may arise in the future.

Implementation process

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