The bank is deploying the Metafaq eCustomer Service product to reduce monthly calls to its helpdesk and increase its competitiveness by using online questioning to identify customer needs and tailor its financial offerings and web content.
Transversal said its Metafaq platform uses memory software to determine a question and return appropriate responses from a knowledgebase of previously asked questions. Queries that cannot be answered are forwarded to support staff and new responses are simultaneously added to the knowledgebase.
We know how frustrating it is for customers to have to go to other channels, when they should be able to get answers to straightforward questions online, said Ian Morgan, head of channel development for Barclays electronic banking.
Barclays said it initially trialed the Transversal product last December.
