How do you prevent a service desk from spending a lot of time answering the same questions over and over again? Rabobank designed chatbot Billy to handle recurring questions about invoices. This digital source of information uses SAP Conversational AI (CAI), SAP’s chatbot platform for automating customer contact.
Rabobank is keen to automate repetitive actions. Automation ensures that, for example, daily checks are carried out more efficiently and faster, and also continue at night. Because repetitive actions are eliminated, employee satisfaction increases in many cases.
The financial services provider eliminates manual actions, among other things with the help of robotic process automation (RPA). For example, a robot checks daily whether the money for, for example, a mortgage or insurance has entered an account, checks whether the description states where the money should be sent and, if necessary, makes the transfer.
“In the daily operation, we have to deal with a lot of manual work that comes back every day. We want to get rid of this in order to relieve Rabobank employees as much as possible ”, says Robert van Uden, Senior Solution Engineer at Rabobank. “We do this by using RPA, but also chatbots.”
Rabobank built the chatbot, Billy, to handle invoice-related questions from suppliers. “Colleagues spent a great deal of time answering the same questions over and over, such as” when will my bill be paid? ” The chatbot was able to take over some of the work there. ”
Rabobank selected SAP Conversational AI as the platform for chatbot Billy because it connects with existing systems, such as SAP ECC.
Security and privacy guaranteed
Rabobank itself took care of the implementation of the chatbot, with the assistance of SAP. This assistance was particularly useful in the field of security. “You are dealing with a cloud chatbot that will collect data internally from Rabobank. Then you have to be sure that the privacy and security of that data is guaranteed at all times, ”explains Van Uden.
It was also important for the success of the chatbot that the scope of the questions was limited as much as possible. Robbert-Jan Wanna, Business analyst Robotics & Artificial Intelligence at Rabobank: “The broader the scope of the questions, the less efficient the chatbot becomes. We, therefore, asked the department to make an inventory of the questions that often come in. After a clean-up, we clustered the questions into just four categories, including an “other” category, and determined the responses per category. That way, the answers are always correct, and you ensure that the more complex questions get to the employees. ”
Billy went live when the Netherlands was under the spell of COVID-19 and went into lockdown. According to Van Uden, this was perfect timing afterwards. “All my colleagues suddenly had to go to work from home and had to deal with changes. Billy made sure to relieve this team. The employees no longer had to look up the standard invoices and had enough time for the specific questions that were plentiful during that period. Not only the colleagues but also the suppliers are positive about the contact with Billy “.