{"id":17157,"date":"2023-03-27T04:47:00","date_gmt":"2023-03-27T04:47:00","guid":{"rendered":"https:\/\/sinchimportfinal.local\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/"},"modified":"2025-02-24T11:04:26","modified_gmt":"2025-02-24T11:04:26","slug":"how-argenta-banked-95-csat-score-ai-chatbot","status":"publish","type":"customer-stories","link":"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/","title":{"rendered":"How Argenta banked a 95% CSAT score with an AI chatbot"},"content":{"rendered":"\n<p>As Belgium\u2019s fifth-largest banking institution, <a href=\"https:\/\/www.argenta.be\/\">the Argenta Group<\/a> is famous for its excellent customer service. In an industry where, on the one hand, high-quality service is one of the most important aspects for customers and, on the other hand, hard to achieve, the Argenta Group really stands out. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/Argenta-inarticle-blog_1400x1450.png\" alt=\"Argenta in story image 3\"\/><\/figure>\n\n\n\n<p>According to global data, Belgium has one of the lowest customer satisfaction (CSAT) rates for banking. Argenta proved, however, that it\u2019s possible to go against the grain. By introducing an AI-based chatbot, Argenta increased their ratings and reached a CSAT score of 95% in their contact center! <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Challenge: Helping overworked agents<\/h2>\n\n\n\n<p>Argenta\u2019s customer support team gets more than 20,000 messages per month. Answering requests quickly and ensuring high-quality service levels became a challenge for the team of 23 agents. Not only were they overloaded, but they were wasting valuable time answering basic and repetitive questions. <\/p>\n\n\n\n<p>The three main areas where agents lost the most time were: <\/p>\n\n\n\n<ol start=\"1\" class=\"wp-block-list\">\n<li>Basic FAQs <\/li>\n\n\n\n<li>Basic intent detection and data capture for specific transactional flows <\/li>\n\n\n\n<li>Conditional data detection and capture for increasing daily limits <\/li>\n<\/ol>\n\n\n\n<p>Argenta needed a smart solution. Together with Chatlayer by Sinch and their implementation partner Campfire AI, they introduced a new team member: the Conversational AI chatbot, Charlie. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Solution: Helping agents and customers with smart technology<\/h2>\n\n\n\n<p>Charlie is Argenta\u2019s virtual assistant. He lives inside the Argenta mobile banking app to help answer some of the most common customer questions and complete transactions. Charlie covers around 20% of all incoming questions. <\/p>\n\n\n\n<p>The most often asked question and requested item is a new card reader. The batteries expire, so customers need a replacement. This question is easy for a bot like Charlie to deal with. So, instead of bothering a live agent with this simple request, Charlie detects when a user asks for a new card reader and responds with a data capture flow that collects the user\u2019s name, address, email, and other important information. Charlie then sends the information and the new card reader request to a specific team within Argenta, who check the request and prep the card reader for dispatch. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/Argenta-inarticle-blog_1400x1175.png\" alt=\"Argenta in story image 2\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Successful partnerships for the win<\/h3>\n\n\n\n<p>The smart technology behind Charlie is the key to such smooth support. Aside from Chatlayer\u2019s conversational AI technology, Argenta\u2019s agents also use Hootsuite\u2019s live chat platform Sparkcentral, which allows a seamless hybrid fall-back set-up between agent and bot. <\/p>\n\n\n\n<p>Bringing these two technologies together with the help of Campfire AI makes Charlie successful. It also shows the added value that successful tech partnerships can bring to a company. <\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Results: Higher customer satisfaction with Argenta\u2019s chatbot <\/h2>\n\n\n\n<p>The new team member, Charlie, solved not only one but two problems for Argenta: reducing the workload for agents and meeting Argenta\u2019s high standards for customer support. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/08\/Argenta-inarticle-blog_1400x821.png\" alt=\"Argenta in story image 1\"\/><\/figure>\n\n\n\n<p>For one, Charlie handled 20% of incoming conversations, which saved 24 hours of work for agents in the first one and a half months alone! It\u2019s important to note that if Charlie doesn\u2019t know an answer, the conversation gets routed to a live agent, so the same high-quality conversation is supported. This is a win-win for the customer and the support team! <\/p>\n\n\n\n<p>Secondly, thanks to Charlie\u2019s great work, Argenta increased their CSAT score. As clients were getting help faster and more efficiently, Charlie\u2019s CSAT score shot up to 80% in messaging channels and 95% in the contact center. <\/p>\n","protected":false},"author":6,"featured_media":60169,"menu_order":0,"template":"","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"customer_stories_industry":[111],"class_list":["post-17157","customer-stories","type-customer-stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-financial-services"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Discover How Argenta banked a 95% CSAT score with an A - Sinch<\/title>\n<meta name=\"description\" content=\"Read how Belgium\u2019s fifth-largest banking institution, Argenta, used a chatbot to push customer satisfaction to next-level heights.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Discover How Argenta banked a 95% CSAT score with an A - Sinch\" \/>\n<meta property=\"og:description\" content=\"Read how Belgium\u2019s fifth-largest banking institution, Argenta, used a chatbot to push customer satisfaction to next-level heights.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/\" \/>\n<meta property=\"og:site_name\" content=\"Sinch\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/wearesinch\/\" \/>\n<meta property=\"article:modified_time\" content=\"2025-02-24T11:04:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Argenta.png\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"496\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@WeAreSinch\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/\",\"url\":\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/\",\"name\":\"Discover How Argenta banked a 95% CSAT score with an A - Sinch\",\"isPartOf\":{\"@id\":\"https:\/\/sinch.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Argenta.png\",\"datePublished\":\"2023-03-27T04:47:00+00:00\",\"dateModified\":\"2025-02-24T11:04:26+00:00\",\"description\":\"Read how Belgium\u2019s fifth-largest banking institution, Argenta, used a chatbot to push customer satisfaction to next-level heights.\",\"breadcrumb\":{\"@id\":\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/#primaryimage\",\"url\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Argenta.png\",\"contentUrl\":\"https:\/\/sinch.com\/wp-content\/uploads\/2024\/09\/SI-Customer-Argenta.png\",\"width\":800,\"height\":496},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/sinch.com\/customer-stories\/how-argenta-banked-95-csat-score-ai-chatbot\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/sinch.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Stories\",\"item\":\"https:\/\/sinch.com\/customer-stories\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"How Argenta banked a 95% CSAT score with an AI chatbot\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/sinch.com\/#website\",\"url\":\"https:\/\/sinch.com\/\",\"name\":\"Sinch\",\"description\":\"SMS Messaging, Voice, Email, Video &amp; 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