Belgium-based bank Argenta has launched conversational banking service within its mobile app in collaboration with Sparkcentral and Smooch.
The new service will enable Argenta customers to engage in continuous conversation with Argenta staff anytime to resolve their queries.
Argenta conversational banking service
The newly launched service is powered by messaging customer service platform Sparkcentral and omnichannel messaging specialists Smooch.
Through the service, customers can receive assistance with payments and information on new products. They can also receive advice on savings and investments through the conversational banking service.
Argenta CIDO Geert Van Hove said: “It’s a simple and intuitive way to connect. Argenta’s core values when it comes to our customers are focused very clearly on providing simplicity and accessibility
“Giving our customers the ability to engage with real people, the highly trained members of our team support those values completely.
“Effectively, we’ve embedded a personal teller experience inside every one of our customers’ mobile phones.”
The full messaging experience is a continuous thread. Unlike conventional live chat solutions, all previous chat history is securely retained enabling the customer to start or stop the conversation as they wish, the technology vendor said.
The Smooch platform enabled Argenta to incorporate a secure conversation widget into its banking app. On the other hand, Sparkcentral technology enables its staff to connect with the customers through desktop and Automated Messaging Distribution platform (AMD).
Van Hove added: “We have invested heavily in our digital platforms over the past year as we see significant value in these channels to deliver excellent customer experiences going forward.”