76% support automation for digital bank

Faced with an ever-increasing volume of customer service inquiries, Sparkle found it a challenge to maintain their commitment to seamless digital banking across multiple digital platforms, including web, mobile, and social media.

The team needed a comprehensive support system to integrate seamlessly with their existing ticketing system and cover all of their digital channels. This integration was crucial to ensure human customer support agents could step in if needed, resulting in high-level service without sacrificing personal touch.

To address these challenges and provide a unified customer experience, Sparkle turned to Proto and implemented their AI Customer Experience (AICX) platform.

Proto worked with the Sparkle team to establish a creative automated conversational experience in tandem with a seamless connection with Sparkle’s third-party ticketing system, ensuring a smooth collaboration between the automated chatbot interface and human support agents.

Proto’s AICX platform was also deeply integrated into Sparkle's mobile app, enabling users to ask questions and receive instant responses, as well as raise ticketed complaints if necessary.

Sparkle’s chatbot, Indy, was deployed across their customer service channels, including their website, mobile app, and WhatsApp – allowing them to resolve multiple queries in real time seamlessly. It also allowed users to create tickets for complaints when needed.

The implementation of Proto's AICX platform marked a significant milestone in Sparkle's journey towards revolutionizing digital banking in Nigeria. By addressing the challenges of providing seamless support across diverse digital channels and integrating with their existing ticketing system, Sparkle successfully transformed its customer experience.

The results speak for themselves, with strong engagement, a substantial reduction in manual ticket creation, and widespread adoption among users. As Sparkle continues to innovate, their future in digital banking in Nigeria looks promising, with Proto's AICX platform playing a pivotal role in their success.

Proto is the leading generative AICX platform for local languages. Its inclusive chatbots excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. Powering the Proto AICX Platform is the proprietary ProtoAI™ engine for exceptional text and voice accuracy in underserved languages and large language models, such as ChatGPT. Proto's enterprise-level capabilities include data privacy options such as hybrid and on-premise hosting, customised CX analytics, and a 24/7 prompt engineering service.