AIB has selected a US technology company called Moxie Software to deliver a suite of chat and web self-service channels across its online banking sites.
The new Spaces by Moxie system will in effect enable AIB online banking customers to connect directly and chat with customer service representatives at the click of a button.
“If there is one thing that frustrates customers more than anything, it’s not being able to get an answer to their questions quickly, accurately and consistently,” said Tom Kelly, president and CEO, Moxie Software.
“By enabling customers and employees to access relevant knowledge and offering new communication channels, AIB will transform its online customer experience.”
The system will also route and respond to banking customers’ email enquiries as well as provide 24 x 7 access to information through self-service.
“The retail banking landscape is changing – our customers lead busy lives and need to access and interact with the bank in a way that fits their lifestyle,” said Ann Boden, chief operating officer of AIB.
“The local branch, while still important, is now just one channel of many. In adopting a multi-channel strategy, we needed a technology that allowed for the delivery of personal service and replicated it consistently and effectively across channels.”
