Delivering a top-class Artificial Intelligence chatbot for internal customer support
Users
4,000
Bot language
Italian
Time to go live
8 weeks
Channel
Custom internal chat and Skype for Business
About UBI Banca
UBI Banca is the third largest Italian commercial banking Group in terms of market cap with a market share of approx. 7%, 1,812 branches in Italy, and over 21,100 staff. UBI Banca is a banking Group listed on the Milan Stock Exchange and included in the FTSE/MIB index.
Needs
UBI Banca wanted to provide employees the best support during the merger of 3 acquired banks (Banca Etruria, Nuova Banca Marche, Carichieti) and build experience on Chatbots and Artificial Intelligence at the same time.
UBI Banca keynote at Chatbot Summit Tel Aviv
Solution
MArIO (Migration Artificial Intelligence Operator), the first Artificial Intelligence Chatbot in production in an Italian bank, live since September 2017.
MArIO showed strong user engagement, it has been used by 40% of employees, thanks to Conversate Natural Language Understanding performances, despite 3 other standard support channels available. MArIO knowledge base tripled in the first 3 months, using Conversate Chatbot Platform. MArIO also made the first page of Il Sole 24 Ore, Italy's most important financial newspaper.
All the experience built by UBI Banca organization over this first project is the foundation for future Artificial Intelligence projects.
