Boost Banking Customer Support with NICE inContact and Thunai AI Integration
Customers have urgent and repetitive questions about their transaction history, card status, or loan details.
This puts banking support centers under immense pressure.
The fact is, customers expect fast, accurate, and secure service. However, the main question is how to track the source of these issues.
This is an important problem that our clients in the banking sector have experienced. One of our clients noticed what happened when a Thunai AI engine was connected with the NICE inContact platform.
They mentioned that support teams solved common banking questions up to 60% faster.
What is NICE inContact?
NICE inContact is now called NICE CXone, is a leading cloud-based service for contact centers. For banks and other financial companies, it acts as a central communications hub. It manages customer conversations across voice, chat, email, and social media.
It supplies the necessary tools to send questions to the right agents, manage work schedules, and handle digital talks.
NICE CXone supplies secure and reliable communication pathways. These are essential for the finance industry. However, the live agent still has the immense responsibility to handle complex banking policies. They must find specific customer data and solve issues accurately, often while the customer is on hold.
How Does Thunai Improve Banking Customer Support and Resolutions on NICE inContact?
Connecting Thunai’s AI abilities with NICE inContact changes a bank's support center. It moves from a reactive department to a proactive, intelligent operation. Thunai securely links to your NICE inContact system.
This NICE inContact AI banking integration then listens to conversations as they happen. It uses your existing knowledge base, which holds internal policies, compliance scripts, and product details.
From this, Thunai understands what the customer wants, and makes use of contact center automation in banking to help by:
1. Finding and Addressing Customer Problems Early
Finding the source of customer dissatisfaction this way uses up a lot of resources.
Thunai’s AI agents automatically process and study every single conversation. They pull out key topics, customer feelings, and new trends. This information is then put into a simple dashboard you can act on.
- This NICE inContact AI banking integration catches repeated complaints about service fees or mobile app problems. This information becomes useful for the product team.
- Thunai points out gaps in procedures. An example is a verification process with too many steps that causes customers to hang up.
- This Contact center automation in banking organizes conversation histories. This gives deep context for business decisions, like deciding where to invest in new self-service tools.
2. Equipping Agents with Fast, Compliant Information
In banking, making a customer wait on hold is not just frustrating. It can also be a compliance risk if the agent gives wrong information. Thunai’s AI gives real-time help. This helps every agent perform with high accuracy.
- While an agent speaks with a customer, Thunai listens and understands the problem.
- This NICE inContact AI banking integration then pushes a Solution Card to the agent’s screen. This card contains the verified, current answer. This makes sure every message is correct and follows strict financial rules.
- For difficult subjects like mortgage requirements or investment risks, the AI can pull details from your knowledge base.
This helps guide the conversation and shows the agent the next best step to solve the issue safely and quickly.
3. Automating Common Questions Securely
Banking agents spend a large part of their day answering the same simple questions. With this NICE inContact AI banking integration, you can study incoming calls and understand what the caller wants. You can then give automatic answers for these common requests.
An AI agent can securely confirm a user's identity. This allows it to handle frequent calls so your team can direct its attention to difficult customer problems that need a human. A support AI can:
- Confirm a user's identity and understand spoken requests like, Where is the nearest ATM? or, Lock my credit card.
- Connect with backend banking systems to give specific, real-time answers. For example, Your checking account balance is $1,245.50.
- Give secure, 24/7 support for routine questions without any human help. This improves customer satisfaction and business efficiency.
4. Improving Compliance and Quality Checks with Automation
Making sure that 100% of customer conversations are compliant is a high priority for banks. Manual quality checks can only review a small number of calls. Thunai’s AI watches every conversation.
- This NICE inContact AI banking integration automatically checks if mandatory compliance scripts and rules were followed. It can instantly flag calls that missed required disclosures. It can also flag calls where sensitive information was handled the wrong way.
- This Thunai integration lets quality assurance teams change from random sampling to managing by exception. They can direct their efforts where they are most needed.
- Contact center automation in banking also creates a complete, auditable record of compliance for the whole contact center.
Spend More Time on Creating Great Banking Experiences: Use Thunai to Lower Your Workload
The connection of Thunai with NICE inContact speeds up how fast issues are solved by 10X. More importantly, using this NICE inContact AI banking integration unlocks your team's ability to deliver real value.
By automating common tasks and helping with difficult ones, you give your agents the ability to become trusted financial advisors.
Using this Thunai integration with NICE inContact lets your team direct its attention to the complex work that requires empathy and builds customer loyalty.
Try it out! See how Thunai can change your banking support process.
FAQs When Using Thunai and NICE inContact for Banking Automation
What is Nice inContact used for?
NICE inContact, which is now called NICE CXone, is a cloud platform for contact centers. Businesses, including many in banking, use it to manage all their customer conversations in one place. It is the system for handling voice calls, chats, and emails. It also helps send questions to the right agents and check on performance. It acts as the central hub for a company's customer communication.
How is automation used in banking?
Automation is used widely in banking to make work more efficient and accurate. Beyond chatbots, it includes other technologies. Robotic Process Automation is used for office tasks like data entry. AI systems are used for real-time fraud detection and credit scoring. Banks also use automation for loan application processing and for marketing campaigns based on customer activity. The goal is to let technology handle repetitive work so people can direct their attention to strategy and building customer relationships.
What does NiCE software stand for?
The company name NICE started as an acronym. It stands for Neptune Intelligence Computer Engineering. The company was founded in 1986 by seven former colleagues from the Israeli Defense Forces. They applied their knowledge in intelligence and data processing to the business world.
What is AI customer support for banks?
AI customer support for banks is the use of artificial intelligence to handle and improve customer service. This has many layers. It can be a chatbot or voicebot that gives 24/7 self-service for common questions. It can also be a tool that assists agents, like Thunai. These tools listen to calls to help human agents with instant answers and compliance rules.
