Faced with regulatory changes mandating the migration of financial services from international messaging platforms, a leading bank embarked on a critical journey to migrate its acclaimed business chatbot service to a new platform. This strategic pivot, executed in partnership with Markswebb, aimed not just to comply with regulatory demands but to redefine the standards of business chatbot functionality, ensuring uninterrupted service, enhanced user experience, and sustained leadership in digital banking innovation.
This case study exemplifies a strategic, user-focused approach to navigating regulatory-induced chatbot migration, turning potential disruption into an opportunity for service enhancement and innovation.
It is important to mention that in this project, we considered automated assistants designed for small and medium-sized businesses (referred to as SMBs) that operate within online chats, both in messengers and banking applications. We consciously compare bots on different platforms because, essentially, the user does not care where their task is resolved; the main thing is that it is done quickly, conveniently, and within a dialogue with the assistant.
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The primary tasks of this initiative were to:
The migration presented several challenges, including:
Do you feel that your digital service isn’t meeting user expectations? We at Markswebb understand the importance of a seamless user experience for customer satisfaction and retention. Our team leverages comprehensive chatbot migration assessment reports, usability testing, and benchmarking to identify pain points and optimize your migration process. By ensuring a smooth and effortless migration journey, we help businesses retain and engage customers effectively.
For more information on how Markswebb can assist your organization in migrating your chatbots, feel free to reach out to us. Our tailored UX benchmarking services are designed to meet your unique needs, streamline your migration efforts, and drive business growth.
A rigorous, multi-dimensional approach was adopted to navigate the transition:
In total, 40 user scenarios were studied:
Why can the implementations we selected in the previous stage be considered the best? What makes them so?
We divide the factors affecting the quality of the user experience in chatbots into two major groups: firstly, the set of tasks that can be accomplished with the bot, and secondly, the comfort of interacting with it. While the first group is quite straightforward—either a function is present or not—for the second group, we developed principles of conversational user interface (CUI) back in 2022.
This is a set of qualities that enable a chatbot to communicate like a human. The latest version of this methodology includes over thirty qualities, divided into several blocks. To check a chatbot's compliance with CUI principles, we use a table specifically composed of these qualities.
While the set of functions can vary significantly between different bots, CUI principles remain the same: any bot should save the client's time and be polite.
Thus, the "humanity" of a chatbot also becomes a measurable value.
Based on these factors, we created a checklist to compare chatbots, to understand where the client's services outperform competitors and where there are areas for growth.
By the way, we're proud of our research methodology, which excels in comparative analysis by meticulously organizing all gathered data to enable objective comparisons between various applications. We decompose services into their essential elements, assign weights according to user significance, and derive a score that truly represents the quality of the user experience. If a function is in demand among the audience, it carries more weight in the evaluation system. This way, the product team prioritizes task blocks that are important not only for internal business goals but also for users.
The project achieved remarkable results, ensuring the bank's chatbot migration was not only seamless but also strategically advantageous.
The graph below shows the amount of user scenarios implemented in leading chatbots for SMEs and their level of compliance with Markswebb Conversational User Interface Principles.
This initiative delivered considerable business value:
The project result is a list of recommendations for implementation, including:
The bank is set to continue its trajectory of innovation, with plans to explore further integrations and enhancements that push the boundaries of chatbot capabilities. This includes leveraging AI and machine learning technologies to enrich the user experience and provide even more personalized and efficient customer service.
In conclusion, the bank's successful migration of its business chatbot to a new platform showcases the importance of strategic planning and execution in the ever-evolving digital landscape. Leveraging tools like Acuvate's Optimum and Microsoft Bot Framework, the migration project demonstrated how businesses can effortlessly migrate chatbots while maintaining high functionality and user engagement. The comprehensive chatbot migration assessment report provided crucial information to optimize the migration process, ensuring a seamless transition.
By supporting migration from multiple source chatbot platforms and utilizing the latest version of Power Virtual Agents, the bank was able to eliminate platform limitations and enhance the accuracy of the migration with minimal effort. The use of conversational AI and the integration of advanced APIs ensured that the chatbot developed on the Microsoft Bot Framework continued to deliver an exceptional user experience.
This migration strategy, supported by a detailed roadmap and fine-tuning of the chat platform, allowed the bank to monitor the migration effectively, streamline migration efforts, and provide a user-friendly interface. The result was a new bot that empowered the business to meet its goals, reduce development costs, and leverage the full potential of generative AI.
By migrating to the new platform, the bank not only maintained its competitive edge but also positioned itself to adapt to changing technology and future needs. This project highlights the significance of utilizing the right migration tools, such as those provided by Acuvate, to ensure a successful migration journey that aligns with business goals and enhances overall customer satisfaction. For businesses looking to navigate the complexities of chatbot migration, this case study serves as a testament to the power of strategic planning, innovative solutions, and a focus on user experience.
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Every year we conduct up to 15 studies of digital services. These are industry benchmarks that reflect the state of the market and trends.