SANTO DOMINGO.- Banco Popular Dominicano announced that it will begin using AI-powered virtual assistants to contact its customers by phone and coordinate the delivery of bank cards, an initiative that seeks to streamline one of the most frequent customer service processes without eliminating human interaction.
According to the financial institution, virtual assistants will make calls to confirm delivery addresses, manage new card issuances, renewals and replacements, as well as answer queries related to the process and schedule new communications when the customer cannot answer the call.
The implementation transforms artificial intelligence into a new channel for direct interaction between the bank and its customers, enabling conversations using natural language to complete processes that were traditionally handled exclusively by service personnel.
According to the bank, the system was designed to reduce card delivery times, facilitate locating cardholders, and decrease the need for customers to travel to a branch to complete the process.
Artificial intelligence with human supervision
The entity clarified that the model does not completely replace personalized attention.
He indicated that during the call the virtual assistant identifies itself as an automated system of Banco Popular and offers the client the possibility of continuing the process with a Telebanco Popular representative at any time.
The system is also able to detect situations that hinder conversation, such as high noise levels, and suggest a new call at a more convenient time for the user.
According to the company, the tool can also answer frequently asked questions, validate the information needed to complete the delivery, and reschedule contacts when necessary.
Home deliveries and data validation
The process involves delivering the cards to the customer's residence or workplace as the main method, although it maintains the option of picking them up at branches when requested.
The institution noted that the virtual assistant repeats the registered address before ending the call to confirm that the information provided is correct and reminds the customer that the data collected will only be used to manage the delivery of the card.
In some renewal or replacement processes, the cards may also be received by a person previously authorized by the holder.
Artificial intelligence is gaining ground in banking
Banco Popular indicated that this initiative is part of its strategy to incorporate artificial intelligence into customer service processes and internal operations, under criteria of transparency, human supervision and information protection.
In that context, the entity's CEO, Christopher Paniagua, pointed out that artificial intelligence is transforming the way companies operate and interact with their users.
“At Banco Popular Dominicano, we have embraced this change with determination, vision, and purpose. We are convinced that AI is a tool to better serve our customers, improve our operational efficiency, and strengthen the security of our technological infrastructure,” the executive stated, according to a press release from the bank.
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