Tatra Banka Achieves 4.9 Customer Satisfaction Rates and Digital Branch CX with a Robotic Bank Assistant
Tatra banka wanted to elevate customer service standards by introducing a robot for a seamless, digital branch experience. Aiming to efficiently manage high-volume operations and provide engaging product information, Adastra’s solution called Pepper proved ideal for understanding and addressing client needs, enhancing service delivery.
daily interactions
overall customer satisfaction rating (out of 5)
The mission of Tatra banka evolves as customers uphold banking service to higher standards, eyeing a seamless, connected, digital experience when they are walking into a branch in the year of 2019.
In view of the high-volume daily operations taking place in the branches, a helpful staff in the hall is necessary for Tatra banka as this can help understand the clients’ needs and then get other bank staff to handle their requests more efficiently. Furthermore, the bank also wanted to explore a new and engaging way to provide basic information about the products and services to customers.
Pepper the robot has been a perfect fit for the mission because of its outstanding competencies.
Solution and Impact
Pepper serves as the first touchpoint to welcome clients in the branches, providing various types of services through the robotic management solution developed by Adastra. It contributes to creating an immersive customer experience that effectively increases awareness of the bank’s products and services and strengthens the emotional ties between Tatra Banka and its customers. Pepper’s use cases at the branch include:
- Drawing attention with its lively expressions and enriched body language.
- Delivering information to help clients check their current accounts, transactions, loans, travel insurance, etc.
- Wayfinding by giving navigation in the branch.
- Providing services such as installing the mobile banking app, retrieving a forgotten PIN code, opening an account using face biometrics, and arranging meetings.
With a 4.9 out of 5 overall customer satisfaction rating, it contributes to creating an immersive customer experience that effectively increases awareness of the bank’s products and services and strengthens the emotional ties between Tatra Banka and its customers.
About the client
Tatra banka was founded in 1990 and since then, it has won more than 130 awards granted by 30 awarding authorities including “The first private bank in Slovakia” and “Innovation leader in CEE”.
The bank has also had numerous successes on the global scale, awarded as “Market leader in customer satisfaction”, “The best bank in asset management, corporate and private banking in Slovak market” and it is also a member of RBI Group, the biggest banking group in Austria.
