AI-enabled digital banking experience in Nigeria
Sparkle aims to simplify banking with an online support system across digital channels. Seeking an always-on solution, it integrates seamlessly with their ticketing system, offering support in multiple languages, including Nigerian local languages.
6K
monthly chats
76%
ticket automation
3K
monthly unique users engaged
4
languages
Sparkle, a leading digital bank with a vision to simplify and digitize banking services, recognized the need for an online support system that would cater to its customers across various digital channels. In addition to providing an always-on solution, Sparkle required seamless integration with their existing ticketing system and support for multiple languages, including major local languages in Nigeria.
Sparkle is a Nigerian digital bank which offers a range of financial services designed to improve financial access for individuals and small business owners. It offers digital-only bill payments, loans, group banking, virtual bankcards, and more via its website and mobile app, with a focus on lifestyle-friendly and convenient banking.
Proto is the leader for multilingual contact centre automation in emerging markets. Proto’s AI Customer Experience (AICX) platform is powered by proprietary natural language processing (NLP) for under-resourced and mixed languages. The Proto team has successfully developed novel deep-learning techniques and regulatory partnerships to maximize patient experience, protection, and lifetime value across 20+ emerging markets.
Problem
To maintain their commitment to seamless digital banking, Sparkle faced the challenge of finding a comprehensive online support system that covered all their digital channels, including web, mobile, and social platforms. Furthermore, they needed a solution that seamlessly connected with their existing ticketing system to ensure efficient human agent intervention when required. Additionally, being aware of the linguistic diversity in Nigeria, Sparkle required support for local languages such as Yoruba, Igbo, and Hausa alongside English.
Solution
To address these challenges and provide a unified customer experience, Sparkle turned to Proto and implemented their AI Customer Experience (AICX) platform. The integration of Proto's AICX solution included:
1. Automation chatbot interface deployed across various channels, such as webchat on the public-facing website, WhatsApp chatbot, and mobile integration within the consumer app. Proto's webchat interface was deeply integrated into Sparkle's mobile app, enabling users to ask questions and receive instant responses, as well as raise ticketed complaints if necessary.
2. Seamless connection with Sparkle's third-party ticketing system, ensuring a smooth collaboration between the automated chatbot interface and human support agents.
3. Support for local languages, including Yoruba, Igbo, and Hausa, in addition to English, providing enhanced customer experiences for Sparkle's diverse user base.
Overall, Sparkle adopted Proto's AICX solution as a branded digital assistant/concierge, offering both automated query resolution through AI-based FAQs and small talk features for casual interactions. With the positive results achieved so far, Sparkle plans to further leverage Proto's AICX product offerings, such as adopting Proto's native ticketing solution and expanding language support to include languages like Pidgin.
Results
Since implementing Proto's AICX platform, Sparkle has experienced significant results, including:
- Over 6,000 monthly chats, indicating strong engagement with the automated chatbot interface.
- 14,820 tickets created since the launch, constituting 24% of Sparkle’s total chats and meaning that 76% of the cases were automated by the chatbot.
- Engagement of 3,100 unique users per month, showcasing the widespread adoption of Sparkle's digital banking services.
- Deployment in four languages, including English, Yoruba, Igbo, and Hausa, enabling effective communication and support for customers in their preferred language.
Approach
Conclusion
The implementation of Proto's AICX platform marked a significant milestone in Sparkle's journey towards revolutionizing digital banking in Nigeria. By addressing the challenges of providing seamless support across diverse digital channels, integrating with their existing ticketing system, and offering multilingual support, Sparkle successfully transformed its customer experience. The results speak for themselves, with strong engagement, a substantial reduction in manual ticket creation, and widespread adoption among users. As Sparkle continues to innovate, their future in digital banking in Nigeria looks promising, with Proto's AICX platform playing a pivotal role in their success.