ABN Amro North America is to implement natural language browsing from San Francisco-based Banter in a bid to improve online customer service standards and retention.
Banter's e-mail/Web form response, self-help, chat and co-browsing with chat applications are designed to engage Web visitors and improve the online shopping experience. The software is designed to address customer responses in context and learn from its interactions.
"Banter's technology centres around adaptive natural language processing in real time and for a company like ABN Amro this is a critical factor in responding to and retaining online customers," says Thomas Aden, president and CEO of Banter.
He says the US offshoot of the giant Dutch bank selected Banter after an extensive search for second generation eCRM applications that could be deployed quickly and required minimal investment in ongoing internal and external support.
"Today's e-customers expect fast, accurate service. Banter's customer care solution makes it possible to unify people, process and information to enhance our service advantage all at once," says Maribeth Holback, senior vice president of ABN Amro North America.
The implementation will take place over the next month, she adds.