Khoros, a software and services company, announced Feb. 2 a partnership with National Australia Bank (NAB) to enhance its digital systems.
The alliance between NAB, which is one of the largest banks in Australia, will allow Khoros to transform the way it interacts with clients, as well as advance messaging and artificial intelligence capabilities, according to a recent press release.
“Having supported the launch of our Apple Business Chat, WhatsApp, and Google’s Business Messages channels, the Khoros platform has proved to be incredibly valuable to assist customers however they choose to interact with us,” Michelle Sherwood, NAB executive in digital experience and engagement, said in the release.
Changes in modern-day banking have led to 94% of customer interactions occurring digitally, Sherwood added.
On the Khoros platform, users have access to an intuitive desktop experience, AI-enabled agent assistance, and a 360-degree view of customer engagement, the release stated.
Jack Blaha, Khoros CEO, shared his excitement with the partnership.
“We’re honored to be working with this visionary organization to drive digital transformation and, ultimately, provide a more modern experience for their customers," he said in the release. "With Khoros’ leading contact centre solution and AI-powered vision for unlocking the power of customer interactions, we are excited to help NAB set a new global standard for digital-first customer engagement that will improve both the colleague and customer experience."
In 2020, NAB observed more than 3 million web direct messages via virtual assistance, three times more than what they saw in 2019, according to the release. More than 90,000 chat conversations and 80% of customer's concerns were managed through messaging.
“We look forward to building on our success and setting a new industry standard for what a high-performing, customer-focused digital messaging and contact center experience can be,” Sherwood said.
Khoros Vice President of Asia-Pacific, Booth Fellers, shared his vision for the partnership.
"True digital customer engagement that seamlessly connects colleagues and consumers across any communication channel including digital and voice,” he said in the release.