How Lunar GenAI Native voice assistant works
Scandinavian bank Lunar has unveiled a new tool to improve customer service. The voice assistant, developed using GPT-4o, will be the first service in the European financial sector to use generative AI. The GenAI Native Voice Assistant will enable the bank to offer more accessible and better services to different categories of customers.
The benefits of the new service include:
– a personalised approach to each customer;
– the ability to receive advice around the clock;
– the absence of queues and prior appointments;
– assistance in solving problems of varying complexity.
The Bank expects that this service will increase customer satisfaction and strengthen their loyalty.
Technology features
Lunar’s voice assistant is different from similar services. Traditionally, they work on a voice-to-text-to-voice model. However, GenAI Native uses a voice-activated artificial intelligence model. As a result, it has advanced features, including:
– interrupt handling;
– the ability to repeat information;
– natural dialogue management.
As a result, interacting with GenAI Native provides a more intuitive experience. This approach has the potential to become the new standard in the banking industry.
Kåre Kjelstrom of Lunar notes the positive results of the tool’s implementation. The solution has enabled the bank to reduce waiting times and increase service availability. He estimates that in the near future, the assistant will handle about 75% of calls. This will contribute to a significant reduction in the bank’s operating costs.
Convenience for customers
The voice assistant is highly secure. Its technology ensures the confidentiality of customer data when interacting with the AI. The service includes an authentication feature that verifies the user’s identity before providing information.
Currently, customers turn to GenAI Native to resolve two types of queries:
– transactions related to money transfers, accounts and cards – 50% of requests;
– business registration and advice queries – 55%.
The AI provides detailed answers to queries immediately, regardless of the bank’s working hours. Consumers receive professional assistance on a wide range of issues related to banking services.
The assistant successfully solves customer problems while increasing digital literacy. In addition, each customer can expect a personalised approach. As a result, the bank gains loyal customers who trust it with their finances and recommend it to others.
The GenAI Native Voice Assistant is currently being tested with a limited number of users. However, it will soon be available to all the bank’s customers.
