Menu
ASB aims for personalised customer conversations with IBM Watson

ASB aims for personalised customer conversations with IBM Watson

IBM's AI platform is automating and tailoring ASB's multi-channel marketing efforts

ASB is changing the customer experience with IBM Watson

ASB is changing the customer experience with IBM Watson

ASB has deployed a multi-channel automated marketing program powered by IBM's Watson artificial intelligence (AI) platform, aimed at delivering timely and relevant customer interactions at scale.

The program, called "Connected Customer Conversations", integrates many different products into the bank's data and technology platforms, ASB told Reseller News in a statement.

The bank has built new processes and established specialised teams to deliver what it decribed as an "extensive library of triggered customer communications" across inbound and outbound channels.

"In our digital marketing area we use IBM Watson Campaign Automation for its sophisticated messaging and cognitive analytics capabilities to manage our email and SMS messaging requirements," a spokesperson for ASB said.

Hundreds of unique message variations are prompted by data-driven triggers, allowing the bank to deliver a higher degree of message relevance and personalisation to customers.

Watson Campaign Automation as a cloud-based digital marketing automation platform is designed to put the power of data in the hands of the marketer, according to Big Blue.

Behavioural data from any source can be used to create consistent, automated and personalised campaigns through channels such as email, web, mobile apps, SMS, social media, and group messaging.

"While email is a key channel for us, the programme is much wider," ASB added.

"In fact our customer conversations are delivered across ten unique customer channels, such as mobile notifications, secure messaging in internet banking, personalised web pages, in-branch, and more, so our customers can have a tailored experience regardless of the channel they are in."

Looking ahead, ASB said it is continuing to invest in its people, data and technology to help build a deeper understanding of the need of each customer, moving the bank closer to completely personalised one-on-one conversations and experiences.

The partnership follows a big year for IBM Watson in New Zealand during 2017, with the vendor showcasing the platform and early local adopters at its new office opening in April and during a summit in August.


Follow Us

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags IBMAImarketing automationbankingIBM WatsonWatson

Featured

Slideshows

Leading female front runners of the Kiwi ICT industry honoured at 2019 WIICTA

Leading female front runners of the Kiwi ICT industry honoured at 2019 WIICTA

Reseller News has honoured the leading female front runners of the New Zealand ICT industry at the 2019 Women in ICT Awards (WIICTA) in Auckland. The awards recognised standout individuals across six categories, spanning Entrepreneur, Rising Star, Shining Star, Community, Technical and Achievement. Photos by Gino Demeer.

Leading female front runners of the Kiwi ICT industry honoured at 2019 WIICTA
Reseller News kicks off awards season in 2019 with Judges' Lunch

Reseller News kicks off awards season in 2019 with Judges' Lunch

The 2019 Reseller News Innovation Awards has kicked off with the Judges Lunch in Auckland with 70 judges in the voting panel. The awards will reflect the changing dynamics of the channel, recognising excellence across customer value and innovation - spanning start-ups, partners, distributors and vendors. Photos by Christine Wong.

Reseller News kicks off awards season in 2019 with Judges' Lunch
Reseller News welcomes industry figures for 2019 Hall of Fame lunch

Reseller News welcomes industry figures for 2019 Hall of Fame lunch

Reseller News welcomed 2018 inductees - Chris Simpson, Kendra Ross and Phill Patton - to the third running of the Reseller News Hall of Fame lunch, held at the French Cafe in Auckland. The inductees discussed the changing landscape of the technology industry in New Zealand, while outlining ways to attract a new breed of players to the ecosystem. Photos by Gino Demeer.

Reseller News welcomes industry figures for 2019 Hall of Fame lunch
Show Comments