Guaranteed BBVA tackles the digital world, Ugi interacting with 650,000 customers per month

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Since April 2016, when Garanti BBVA’s intelligent assistant said “hello” for the first time, 5.6 million customers have interacted with Ugi over 64 million times. Since July 2020, with the addition of its written communication capability, Ugi’s utilization rates have increased by 70% on a monthly basis. Ugi’s rate of correct understanding and precise guidance reached 83%. Today, more than 650,000 customers per month actively communicate with Ugi. Quick and precise solutions are offered to around 300,000 messages from 75,000 users on average per month via Whatsapp and Facebook Messenger, the bank’s other bots. 8% of the total monthly calls from Garanti BBVA customers are made with live support assistants.

Ugi intelligent assistant

As Turkey’s first smart banking assistant, Ugi offers Guaranteed BBVA Mobile users a new experience that is simple, faster and more advanced. With Ugi on the Garanti BBVA Mobile homepage, you can get support for over 200 banking transactions, from money transfers to account and card requests. Users can ask Ugi via voice or text things such as, “What is the due date of my payment? “,” Did I receive my paycheck? “,” How much did I spend on shopping? Not only can you easily ask these questions and get answers, but you can also direct it to the transaction screen with commands like “Send Money” or “Pay Bill”. Plus, when speaking with Ugi, you’re not limited to specific phrases or banking terms. Developed to understand natural language, Ugi can answer other questions such as “What is the dollar equivalent of 1 gram of gold?” He can also answer more complex questions and quickly transfer customers to the live support assistant when real representatives are needed. Customers can complete their transactions very easily by correspondence with live support assistants. Ugi proactively asks customers who buy without installments: “Do you want to complete your transaction in installments?” This way, customers can easily pay for their purchases in installments.

Whatsapp and Facebook Messenger

Guaranteed BBVA provides a 24/7 service to its customers on more than 200 problems with its bots on the Whatsapp and Facebook Messenger platforms, which are the preferred communication platforms of digital users. The renewed Facebook Messenger bot now has the same knowledge base as the Ugi smart assistant and the WhatsApp bot from Garanti BBVA Mobil. It provides instant assistance for products and services such as loan calculations and currency inquiries. Additionally, the Facebook Messenger bot connects customers with the support team when needed, and customers can easily manage their transactions.

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