Secure and value oriented conversational banking
DenizBank Unleashes Conversational Banking with Jetlink Conversational AI
Since the beggining of the chatbot era, banks are the earliest adopters of this technology. Because customer experience and satisfaction comes before anything else in terms of banking and finance. It also brings out a lot of customer questions and therefore need for more qualified support. Besides that, the sector requires 24/7 service. So, it was inevitable to have a banking chatbot.
95,25%
Intent match accuracy rate
2,5 million
Conversations handled during
18 months
461
Intents covered
About Denizbank
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Denizbank is nationwide innovative bank owned by Emirates group and operates with 730 branches throughout Turkey.
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DenizBank is a leader in retail and commercial banking with particular focus and unique competitive advantages in attractive niche segments such as consumer, SME and agricultural lending through strong brand perception, innovative products and advanced technologies.
Industry: Banking &Finance Industry
Company size: Enterprise > 1000 employees
HQ location: Istanbul, Turkey
Products & Services used
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Conversational AI engine
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Web messenger
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Premium managed service
It Is Not Only a FAQ Bot, It Can Multitask
Banking and non-banking customers might have a lot questions about the finane products and services. But they also have so much transactions to make. Even the digitalization makes these transactions easier, customer supports and new ways of customer services is always required.
The exciting development on AI technology opens up a new horizon to develop new tools for that. With Jetlink Conversational AI, DenizBank customers can make the most used banking transactions within a conversation.
Well, It Is Not Only for Conversational Banking Too
To be honest, transactions are easy. You have to follow a system and most of the time you know what is coming. Deniz can also small talk, a lot. So, the topic might be anything, but it is always ready to answer. Its knowledge about the daily conversations is e great differentiation point compared to other baking bots. This obviously is one of the best parts of convesational AI; you can have an actual conversation like it’s a person, not only a tool to get things done.
" Jetlink provides customized solutions, great account management, robust tech stack and fast responses to demands and requests. Product itself is highly capable of meeting the bank requirements and heavy regulations."
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Aziz Köse
VP, Head of Open Innovation
& Ecosystem Banking
The full interview
Different Answers, Tasks and Transactions for Different Channels in a Unified Chatbot
Banking and non-banking conversations have different needs. So do the customers or customers to be of DenizBank too. Deniz bot can detect the channel which the user is writing from and takes action accordingly. If the user is logged-in to mobile banking or online services and talking to the bot, it can handle more personalized tasks.
Proactive Conversations Generates More Lead on Banking Chatbots
Banking customer know more about what to do when it comes to find solution via chatbot. One of the main goals is to generate more leads from non-banking customers. Proactive conversations is the best way to do it. Bot can interact with the user on the right time in the right place whether they seem like they have questions or catch them when they are about the leave the page. That creates more meaningful conversation and generates leads
We Seek For Insights To Improve More
While anwsering thousands of questions, Deniz Bot got a lot of queries about investment banking too. It was obvious that DenizBank customer were interested in investment banking and need more spesified answers on this topic. This led us to a new product. Thanks to our successful efforts, Jetlink is recognized as one of the value adding partner of Denizbank and we expanded our conversational AI to investment banking with a new bot.
Accessibility Is A Must, Not a Necessity Even If It’s Artificial Intelligence
It is important for DenizBank and also for Jetlink to make all services that we produce to be accessible to everyone. Deniz bot works with voice command and it’ll continue to be developed for more accessibility options.
What is next?
As Jetlink, we do improve while we develop for our customers. It is a key point for a software company to be able to offer effective solutions and new features for their customers on an enterprise level. DenizBank is one of those clients who pushes our limits to be better and meet their expectations. For the next chapter, we’ll be adding more features and channels such as Whatsapp, improving voice based communication and offering better experiences for everyone.
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We take good care of your data and your customers’ data
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