"Ultimately, this will enhance the overall service for intermediaries, with the aim of reducing wait times."
Cambridge Building Society has enhanced its intermediary support with the launch of a new digital assistant.
The mutual partnered with Parker Software to create the chatbot, known as The Cambridge Digital Assistant, which will serve as a point of contact for intermediaries, ensuring quick and accurate responses to their queries. At first point of contact the bot shares a variety of 18 common FAQs to select from for ease and efficiency.
In instances where the digital assistant cannot address specific concerns, dedicated team members will take over the conversation during normal working hours.
Since the launch of The Cambridge Digital Assistant, the system has independently handled 31% of total chats, eliminating the need for transfer to team members.
This has resulted in a minimum of 1,252 minutes saved, which is reinvested back into providing specialist advice to intermediaries.
Business development adviser, Helen Gilbert, said: “Since March, this innovative solution has effectively finessed the resource allocation of our team, ensuring we have more time to focus on addressing complex queries and providing valuable support.
“Ultimately, this will enhance the overall service for intermediaries, with the aim of reducing wait times."
Business development adviser, Stefan Mapp, commented: "Live chat offers an unparalleled opportunity for newcomers to familiarise themselves with a diverse range of queries and topics.
“We rarely encounter repetitive questions, and each new query serves as a valuable learning experience for team members on various aspects of lending and mortgages.
“Smart predetermined responses to common questions play a pivotal role in this regard, providing immediate access to ready-made answers, saving time, and facilitating a deeper understanding of relevant criteria areas for specific inquiries.
“With a majority of queries already covered by these responses, we can swiftly provide accurate information, even during periods of high broker engagement.”
