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NEWS: Chatbots.org survey on 3000 US and UK consumers shows it is time for chatbot integration in customer service!read more..
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Agent M: Asia's first financial bot on Windows Live Messenger. With a distinct personality, conversational skills and intelligence, Agent M is able to chat instantly with people on a range of banking and general topics using Windows Live Messenger.
Additional comments by developer Maybank Malaysia: Maybank embarked on a campaign to encourage young people to add Agent M as their friend on Windows Live Messenger. Agent M's presence was announced through a print campaign and by using MSN and other Windows Live services such as Windows Live Messenger and Windows Live Hotmail to target popular online channels for youth. Viral word-of-mouth spread quickly among users of Windows Live Messenger, with users asking their friends to add Agent M as a friend on their Windows Live Messenger simply by adding his email address, m.m2u@maybank.com.my as a contact. Agent M was armed with frequently asked questions from the Maybank Customer Call Center, 10 core Maybank products and services, product complaints/resolutions, and even knowledge on general subjects such as Earth Day. With 3.8 million registered Maybank2u.com users and 118,000 daily users, Maybank used Agent M to reach a new breed of consumers spending significant time online. Users engaged with Agent M as they would a real person, asking day-to-day questions normally asked of friends. Based on results achieved, Agent M has further developed Maybank's brand affinity within the youth market, as well as providing a great opportunity to gain knowledge about their personal interests. With this data, Maybank2u.com can now tailor products, services and branding to be more relevant to net-savvy young adults. * 69 percent of users are aged between 13 and 24 years * Enquiry traffic from the Maybank call center decreased by more than 12 percent * Users posted more than 34,000 discussion sessions with 455,843 queries to date * Each session averaged 2.9 minutes, well above the 30 second benchmark |
I would seriously doubt that any staff from the Maybank credit card department will see your message. |
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