DNB

DNB's customer service agents and banking advisors struggled to quickly access the routines and procedures needed to assist customers via phone, email, and live chat. The existing document management system required manual searching, causing delays and negatively impacting customer experience. A more efficient solution was needed to give agents faster access to the right information.

In March 2020, DNB launched Juno, a virtual agent built on the boost.ai platform, to give agents instant access to routines and key information across seven business units within Corporate and Private Banking. Juno uses boost.ai's filtering functionality to deliver department-specific responses from a single bot, replacing the bank's previous document management system entirely. It also integrates with APIs and RPA systems to surface system status updates and proactively inform agents of service disruptions.

Juno achieved approximately 1,200 daily active users and handled over 80,000 conversations per month, answering more than 2 million questions in 2022 alone. The virtual agent covers over 3,400 topics customized across seven business units, and has become the exclusive tool agents use to access routines. Additional departments requested access to Juno following its successful rollout.

• A single virtual agent with filtering can serve multiple business units without requiring separate bots, dramatically scaling coverage and reducing maintenance overhead.
• Replacing a document management system with a conversational interface improves both agent speed and information accuracy at the point of customer interaction.
• Deep integration with RPA and internal APIs allows the virtual agent to go beyond Q&A, proactively surfacing system status and routine changes.