Alpha Bank Romania announces a new functionality added to the Dana virtual assistant, with direct benefits for individual customers. After voice services, the bank is launching automated customer support services through webchat as well, allowing customers to interact more quickly to complete the specific self-service request.
By developing the Dana virtual assistant, with automated services available 24/7, both on the phone and in the chat on the bank’s website (www.alphabank.ro), Alpha Bank continues to strengthen its commitment to innovation and improvement the experience of its customers.
What information does Dana provide
Dana will continue to provide quick access to personalized information, without the involvement of a human operator, being available to individual customers who want to perform simple and common operations, such as balance inquiries, finding the account IBAN, managing security devices or obtaining information about products and owned banking services.
Eliza Erhan: Dana will now be able to process even more support requests via webchat
“The development plan for the digital assistance area involves the addition of several services that allow direct access of customers to the desired information, without waiting time to be taken over by a human operator. Today we are able to offer our customers a new way of interacting with the bank. After more than 200,000 calls handled since launch, virtual assistant Dana will now be able to handle even more support requests via webchat. A natural step that reflects our desire to offer modern, efficient banking services adapted to the current needs of our customers.
The bank will continue to provide personalized assistance
At the same time, we will continue to offer support services assisted by the operator, especially in situations where human interaction creates added value (consulting, personalized needs, complex situations, etc.)”, said Eliza Erhan, Head of Contact Center Service, Directorate Digital Banking and Alternative Channels.
Dana is available for online interactions on the bank’s webchat platform and will be accessible to individual customers who have a bank account with Alpha Bank. In addition, Alpha Bank aims to expand the functionality of the virtual assistant in the future, to cover other needs and requirements of its customers.
The new service offered by Alpha Bank Romania can be accessed directly from the bank’s website HERE
Tags: information virtual assistant Alpha Bank Romania Eliza Erhan Dana process support requests webchat
