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Journey Towards Modern Customer Service - what does a fully digital journey look like?




Customer service is no longer confined to face-to-face interactions.


Multitude Bank stands out as one of the pioneering banks in Europe that has shifted its communication and service provision to social media platforms. Multitude supports three independent business units: SweepBank, Ferratum, and CapitalBox, collectively catering to 400,000 clients.


Darko Popovic, the Chief Operations Officer of Multitude, has been a loyal customer of Fluentic since the inception of our AI-product development.


Darko is a true trailblazer in the realm of customer service, and the accomplishments of Multitude are remarkable. Multitude has developed smart AI assistants for 15 markets. These assistants are capable of resolving 74% of customer queries autonomously, without the need for human intervention. By delegating simpler, repetitive tasks to AI, Multitude allows its customer care and sales specialists to concentrate on more intricate queries, sales, and retention. Additionally, they provide assistance through video avatars employing “deep fake” technology and real human faces, guiding customers with tutorial videos on utilizing their financial products and services.


Multitude eschews traditional call centers, where customers are left waiting on hold to speak to a representative. Instead, Multitude ensures that support is just a click away, underscoring their commitment to delivering a fully digital and seamless customer experience. Through simplification, automation, and digitalization, Multitude has reduced the number of customer service interactions by over 70% within two years. This strategic shift has allowed them to reinvest resources in enhancing quality, leading to a significant improvement in customer satisfaction, from 89% to 94% within three years.


Eliminating the necessity for native speakers, Multitude employs AI to translate communications into multiple languages. Their customer service specialists are proficient in over 15 languages, liberating them from language constraints and enabling them to communicate with customers in their preferred language. This not only enhances operational efficiency but also improves service quality by emphasizing people skills over language proficiency.


Furthermore, Multitude is on the brink of enabling communication with customers in their native language. Although currently limited to written digital communication, advancements in AI could revolutionize global interaction and communication methods.


Multitude's vision is to provide fast, easy, and eco-friendly financial services, with simplicity and seamless experiences at the forefront. They will continue to design user-friendly service models and tools, ensuring that customers can conveniently and securely access the services they need digitally. Achieving this vision necessitates a motivated team where customer satisfaction remains the primary focus.


To delve deeper into Darko's insights, read his interview in full at this link: https://www.multitude.com/news/blog/what-does-a-fully-digital-journey-look-like


If you're interested in learning more about solutions for multilingual customer service, don't hesitate to reach out to Fluentic.


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