Every customer conversation is a moment of truth. The way in which you conduct this conversation will alter the customer's relationship with your bank. It will create a lasting impression—either good or bad—that either increases customer loyalty or drives the customer to defect.
For most banks, there are a core set of customer interactions that occur frequently or which represent high-value engagements. Rather than managing moments of truth as isolated, channel-dependent incidents, Intelligent Conversation Management treats each moment as part of an interconnected conversation. The result transforms your relationship with your customers by leveraging an understanding of past engagements and real-time information to predict future interactions.