76% support automation for digital bank
Sparkle aims to simplify banking with an online support system across digital channels. Seeking an always-on solution, it integrates seamlessly with their ticketing system, offering support on their mobile app as well as Webchat and WhatsApp.
6K
chats handled monthly
76%
ticket automated
3K
engaged customers monthly
Sparkle is a leading Nigerian digital bank that provides its customers with a wide range of financial services designed for both individual and business owners. They offer bill payments, group banking services, virtual bank cards, loans and more via their website and mobile app.
With a vision to simplify and digitise banking services, they needed an online support system that would cater to its customers across various digital channels. Sparkle chose Proto’s AICX Platform to offer an always-on solution that integrates with their ticketing system and offers support for local languages.
Challenge: Digital banking for a diverse customer base
Challenge
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.
Process: Integrating conversational, omnichannel chat
Process
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.
Solution: Innovative CX for local customers
Solution
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.
1.7M
interactions handled
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.
About Proto
Proto is the leading generative AICX platform for local languages. Its inclusive text and voice AI assistants excel at usecases for customer experience, consumer protection, employee experience, and indoor navigation. The Proto AICX Platform is powered by large language models and the proprietary ProtoAI engine for high accuracy in underserved languages. Proto deployments feature enterprise-grade security and capabilities such as on-premise hosting, customised analytics, and a 24/7 prompt engineering service. Headquartered in Waterloo, Canada, Proto is a global team operating across Latin America, Africa, and Asia.