Santi – A Very Busy and Efficient Chatbot
His name is Santi and he is a chatbot at www.santander.pl. Since its launch, in July 2020, it has already conducted nearly 135,000 conversations with Santander Bank Polska customers.
From the moment the Santi chatbot was placed on the Santander Bank Polska website, it has answered more than 341,000 questions, statistically more than 934 each working day. It has spoken to customers nearly 135,000 times, with an average conversation time of 1 minute and 35 seconds.
Clients speak to Santi most often between noon and 4pm, although the service is available 24 hours a day. Santi answers questions quickly and comprehensively – only 1% of calls are followed up on an advisor chat or video call.
Since its launch, the chatbot Santi has been available on santander.pl, in 35 website tabs. Our customers ask most questions via the 'Help and Contact' tab. 97% of Santi's answers referred to questions about banking products and services, and 3% to various questions about, for example, the weather or current mood. Our customers are happy to use the chatbots help and highly rate their satisfaction with the answers provided.
Santi has an extremely divided attention span, so far he has managed to talk to 15 customers at the same time. The most frequently discussed topics in the conversation with Santi are: logging into online and mobile banking, the offer of the Account As I Want It and bank transfers. Santi provides information to individual customers. It knows a lot about BLIK, personal accounts (including the offer for children and seniors) and how to open them, mobile payments and online and mobile banking. It is also good at after-sales service and, for example, can easily help customers to activate their card.
How was Santi created?
Santi is a unique chatbot that has been developed based on state-of-the-art solutions that optimise time and guarantee high quality implementation. You only need 2 or 3 sample questions with answers for the bot to start learning bot. The configuration of the solution is based on the selection of the most important topics which are most frequently enquired about by the users. Such topics account for 20% of the entire knowledge base. In the case of other topics, the learning process is based on another technology. This approach reduces the work involved in setting up the chatbot by up to 80%, while maintaining the highest possible quality of the answers.
