NAB Online Assistant

MyCyberTwin specializes in large enterprises with high compliance and security needs such as financial services, government and IT. Financial services is a high-stakes environment. The sector demands absolute accuracy, perfect legal compliance, high performance and robust security. Up until now chat robots and virtual agents have not been able to provide the accuracy, complexity and performance required, nor has this been achievable at a reasonable cost.

MyCyberTwin has the most extensive portfolio of financial services clients for high-end virtual agents, and has substantial experience and significant performance results in this sector. The MyCyberTwin virtual agents generate a rapid and measurable return on investment.

National Australia Bank (NAB) is ranked by Forbes among the top 20 banks in the world. NAB reported $4.2 billion in profit in Oct 2010, and has over 170 million visitors PA.

When NAB’s CyberTwin went live in 2008, it was the first unrestricted, easy to find, direct-to-public chatbot for a large global bank.

NAB started out using a CyberTwin in their credit card division. They quickly realized that their virtual agent, despite the quick build time, was performing at high levels of accuracy (94%) and increasing sales and customer satisfaction significantly. Additionally, the virtual agent was helping customers make complex product purchasing decisions, as well as providing account support for existing customers. In 2009 NAB expanded the solution into home loans, in 2010 into email support, and in 2011 into Internet banking and deep personalized account support.

A General Manager for Sales Performance at NAB stated, “The conversion rate, once we started doing this on our credit card site, went up exponentially, and our customer satisfaction has gone up as well.”

In 2009, NAB Head of Direct Channels said to the media …..

“We are very pleased with the technology and will invest and expand it across other areas of the business.  With traditional help we never knew if we were solving our customers’ problems but we now have a two-way conversation….. You just don’t get that interactive customer feedback opportunity very often and that has allowed us to significantly improve the content we have online, so we have expanded it and linked it with other applications.”