Bunq translated live with AI
The Dutch neobank Bunq has just signed what it presents as a world first, with the launch of a new machine translation service in real time to facilitate exchanges between its clients and support services, including in different languages. To operate, the service is doped to the latest artificial intelligence technologies.
FACTS
- Bunq customers will now be able to contact their neobank's telephone helpline in their native language, without making any special efforts to make themselves understood when presenting their problem.
- This evolution in Bunq's customer service is made possible by the integration of artificial intelligence technology with its new smart assistant to simplify budget management, Finn.
- Now presented as Bunq's generic AI platform, Finn will be able to:
- remove language barriers in real time by communicating in more than 30 languages,
- instantly translate the user's speech and support agent's responses into real time.
- In addition to voice exchanges, Finn is also able to recognize images and visual information to adapt his translation capabilities to read and analyze documents, thereby helping clients understand their receipts and documents.
ISSUES
Facilitate trade: To describe a financial problem or a problem related to the use of their services is already not an easy step in managing the customer relationship. Bunq's new technological tool must thus help to minimize the difficulties, by allowing the clients of the neo-bank to express themselves without thinking and without fear of not being well understood, in their native language.
Assist in the broad sense : Finn will allow its clients to download various documents, including non-financial ones, to benefit from its translation services and to support clients more widely in their daily lives (e.g. bill management, service registration or university).
Realizing its commitments : Bunq recently highlighted his intention use the latest artificial intelligence technologies to improve its services. Today it is done on the theme of customer relationship and communication.
PERSPECTIVE
While Bunq is now a world first in the use of artificial intelligence for the automatic translation of dialogues, the trend is strongly marked by international efforts by banks to improve their communication tools.
Artificial intelligence is not always at the heart of the devices put in place. Different players are positioned like Caixa Bank, which comes for example to announce mobilising to make speeches and exchanges on these services and offers as clear as possible.
In particular with regard to the inclusion and management of the affinity customer relationship for people with disabilities, initiatives are also increasing. CaixaBank, again, Positioned Moreover, with a video interpretation tool in sign language, installed in agencies very recently. Monzo followed with a similar initiative.
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