News: Empowering Customers Through a Chatbot Experience
Boston, MA – NeuraFlash,the leading AI and Chatbot Saleforce partner, is proud to announce a strategic partnership with OANDA, a global leader in online multi-asset trading services and currency data and analytics, to deploy an NLP-based Conversational Chatbot across the firm’s digital customer service channels. The mission of the new “Virtual Assistant” is to improve OANDA’s overall customer experience by empowering traders to self-serve directly through their online help portal. The chatbot also aims to optimize operational efficiencies, enabling the customer service team to focus on better serving individual client needs and providing a more personalized experience.
Available through the firm’s Help Portal, the OANDA Virtual Assistant went live on 20 August 2018 andis already helping clients with a wide range of issues, from password resets to account opening and even funding issues. The chatbot also escalates conversations to a customer service agent should the client require help with amore complex question and enables them to choose their method of interaction, whether Salesforce LiveMessage or email. Clients can even choose to receive an alert when an agent becomes available, limiting the amount of time spent waiting in line.
Marcel Barras, OANDA’s global head of customer service, commented,
“At OANDA, we pride ourselves on our award-winning customer service and we’re constantly looking for ways to improve the client experience. As such, we wanted to introduce an intelligent chatbot that would complement our existing customer service efforts, improving efficiencies and reducing wait time for clients. Given their extensive expertise in AI and unrivalled knowledge of Salesforce, NeuraFlash wasa natural choice, enabling us to integrate the assistant into our existing platforms quickly and easily. We look forward to further working the NeuraFlash in the future as we continue to expand the range of functionality available on the OANDA Virtual Assistant.”
Brett Chisholm, CEO of NeuraFlash, had this to say,
“We are delighted to partner with OANDA as they look to utilize AI to improve their customer experience. On this project, we’ve used the best technology available to provide a conversational messaging interface that is available 24/7 and allows easy and seamless self-service. In addition, if needed the chatbot can escalate directly to an OANDA agent in real-time and pick up the conversation where the chatbot left off. We’re confident our chatbot will help ensure every client experience is positive one.”
NeuraFlash is unique to the Salesforce ecosystem in that the company has a dedicated AI/Chatbot team as well as a robust Salesforce team led by a Salesforce MVP. Their team brings extensive knowledge of AI, Einstein Bots, Einstein Analytics, and Salesforce along with strong ties to digital channels and the contact center space. The company has implemented a number of groundbreaking AI solutions that are currently operational across the customer communication channels of many Fortune 1,000companies NeuraFlash was created by founding members of Viecore, who were also key leaders at Nuance Communications and HeyWire (now known as Salesforce LiveMessage).
Founded in 1996, OANDA was the first company to share exchange rate data free of charge on the Internet, launching an FX trading platform that helped pioneer the development of web-based currency trading five years later.Today, the firm provides online multi-asset trading, currency data and analytics to retail and corporate clients, demonstrating an unrivalled expertise in foreign exchange. With regulated entities in six of the world’s most active financial markets, OANDA remains dedicated to transforming the business of foreign exchange. For more information, please visit oanda.com or follow us on Twitter, Facebook or YouTube.