The initial dialogue was a great start, but it lacked consistency, and many of those answers were not too conversational. It felt more like talking to a very strict bank teller than talking with a chatbot that’s providing you with value.
We started from the basics – created the chatbot persona. It defined what the bot should sound like, what phrases it uses and which it doesn’t, and what its general way of displaying information. An alignment workshop ensured all stakeholders agreed with the proposed persona.

We rewrote all initial dialogues to align them with the persona and to apply the best practices in conversation design. This meant changing the content of the answers to match the acknowledge-confirm-inform-action structure of an answer and breaking down one answer into multiple smaller ones to create that chat-like feel of usage. 

All new answers were reviewed with the bank’s marketing team to ensure they matched the umbrella comms strategy. All in all, 124 dialogues were rewritten, tested, and deployed to production.

After the soft launch of the bot, we’re continuously doing content analysis of conversations. Using this data-driven approach allows us to identify improvement opportunities, prioritise them, and discover potential new topics to be covered in dialogues.
In the next iteration of the chatbot, we’ll add 60 new dialogues based on analysis of user behavior.


Identifying improvement opportunities

Since launch, 1000+ users chatted with the chatbot, lowering the pressure on the Customer Care agents. And the daily usage trend is ticking upward.


How we impacted on our client's business

"Infinum team really puts in all their efforts. They are fast, efficient and very easy to work with."

***** *****

Product Owner

Anonymous

Infinum Success Story in FinTech for Enterprise/Corporation - A case study | 2024

The Customer Care team created the initial set of dialogues. Although the content was factually correct, it wasn’t well suited for a chatbot. 

Chatbot is aimed at providing FAQ functionalities, not managing the user's finances. Currently, it covers card products, loans, accounts, and general info (such as ATM locations).


Our challenges

The client stakeholders worked closely with the team at Infinum

An International Bank Chatbot

Infinum

"We're continuing to work on this amazing project, and the amazing fact is that it will benefit hundreds of thousands of people worldwide."

Infinum

About

Challenge, approach, and impact

Our challenges

How we built

Testimonials

Team structure

Client team

* *

* *

* *

* *

Agency team

1 x Conversational Designer

Similar Case Studies

Chat with agency

Let's turn your ideas into reality—connect with our team.