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Channel Manager, Swedbank
For Swedbank’s call center agents, customer service conversations took up valuable selling time. Instead of offering services to customers and prospects, representatives were busy handling basic service requests that customers could easily resolve on their own if given the right tools. Martin Kedbäck, channel manager at Swedbank, spoke with eMarketer’s Maria Minsker about how Nina, a virtual assistant on the bank’s Swedish website, has become a solid self-service channel that leaves agents more time to close deals.
eMarketer: What made Swedbank want to introduce a virtual assistant?
Martin Kedb äck: We realized we were spending too much time on transactional calls [dealing with issues] that customers should be able to handle online. We also spent a lot of time talking to colleagues or searching for information on the internet to find answers for customers, which we couldn’t find. Those were the key factors that drove us to introduce a virtual assistant.
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