CASE STUDY

Royal Bank of Scotland

Bold360 ai helped RBS completely transform their
content management process in merely 6 weeks.

Bold360 ai reduced the Royal Bank of Scotland’s

customer inquiry handling time by instantly serving
up relevant information to agents. The artificial
intelligence (A.I.) assistant helped agents “get it right
in one shot,” which reduced operational costs and
1.8m
personal customers
increased customer satisfaction.

Challenge 110k
business customers
Royal Bank of Scotland (RBS) serves 1.8 million personal
customers and more than 110,000 business customers. Over
30,000 customer-service agents are needed to answer the
more than 650,000 questions they receive per month across
phone, digital, and in-person channels.

Before turning to Bold360 ai, fielding this huge amount of “You don’t need
customer inquiries was a much slower process. Agents had technical folks with
to search through over 15,000 articles to find answers. Sifting
through this massive amount of content made it very difficult
coding experience to
for agents to respond to customers and manage content in a drive and support the
timely way. Further, complex data management software
product – a big plus
required enlisting tech-savvy consultants to make simple
updates to the information database. compared to what
Lastly, field representatives had no easy way to access we were using with
company content on the go. Bank representatives carried a couple of other big
print-outs when they went to meet with customers and were
unable to connect to the company’s database to obtain more
vendors previously.”
information. - Simon Johnson, Digital Capability
RBS needed an intelligent knowledge
management platform to help support agents
resolve customer issues more quickly, to make
ongoing content management more efficient,
and to support field reps.
Solution
RBS chose Bold360 ai to power customer
support because its Voices Dashboard provided
immediate insights about their customers’ needs.
Simon Johnson, Digital Capabilities, lauded
Bold360 ai’s ease-of-use: “You don’t need
technical folks with coding experience to drive
and support the product – a big plus compared
to what we were using with a couple of other big
vendors previously.” Content managers could
clearly see which questions needed answers,
and they could answer, add, and update content
instantly. RBS first implemented the solution in a
testing environment, and initial reports showed
that 93.4% of users had a positive experience
with finding the information they needed. Testers
noted that “the search is really good and easy
to use.”
A prior solution had taken nine months just to
implement, but RBS implemented Bold360 ai
and integrated their customer data across
seven different customer-facing support centers
in merely six weeks. They then rolled out the
product for a separate internal system in an
additional 3-4 weeks.
Results
Bold360 ai has completely transformed RBS’s
customer support processes, making agents
lives easier and, ultimately, increasing customer
satisfaction while reducing company costs.
The bank now has an efficient system that
provides a simple way for searching, adding, and
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updating content in the knowledge base. Bold360
ai instantly serves agents with contextual
customer information and relevant content,
allowing them to answer questions much more
quickly. If an agent finds that answers are missing
or inadequate, content managers can effortlessly
update them in the management console. Content
management now happens instantly in real-time.
Because of the success achieved with the
web-based deployment, RBS is extending the
advantage to its field agents. Bold360 ai provided
RBS with a dedicated mobile app so its field reps
could access relevant company content on the
go. Also, in bank branches, reps are now “mobile;”
they walk around with iPads and help customers
as they come in. Bold360 ai has helped RBS
achieve its goals of investing in employee
development and well-being, reducing customer
complaints, being “digital-first”, and “leading the
way with mobile and A.I.”
Smarter call handling
Bold360 ai has made many of RBS’s
processes more efficient, ultimately
increasing customer satisfaction.
Contact forms are starting to be assigned and
used by both product and marketing teams.
Customer service agents now resolve
issues faster and can focus on high-value
areas of the customer experience.
RBS also rolled out Bold360 ai’s self-
service chatbot on its mobile application
which reduced the load on agents and fed
information back into their knowledge base.