Tuesday, 07 August 2018 10:11

LivePerson, Bankwest collaborate on conversational banking service


Cloud mobile and online business messaging solutions provider LivePerson has collaborated with Commonwealth Bank subsidiary Bankwest to create a new in-app conversational banking service that enables bank customers to message the bank for service using the bank’s website and app.

LivePerson and Bankwest say the new service works like popular consumer messaging services, and claim it provides a hassle-free way for customers to get service from the bank, with conversation history available and in sync whether a customer logs in on the bank’s website or app.

Using the service, customers can start a conversation from their computer and resume it on their phone or vice versa. Push notifications and history allow customers to continue conversations on their own time.

Bankwest’s “conversational banking experience” is managed with LivePerson’s LiveEngage platform which brings together the AI and automations necessary to operate the experience at scale, plus the supporting backend integrations to offer capabilities such as balance inquiries and loan applications.

Bankwest says a workspace for customer care and sales representatives is provided to monitor and support the experience where automation does not.  

The Bankwest app is available for iOS and Android phone devices and its in-app messaging feature is available now for all Bankwest customers.

Bankwest general manager – contact centres, Max Clarke, said: “Consumers prefer messaging their friends and family because of the convenience to go about their day while they have a conversation. We partnered with LivePerson to bring that same delightful experience to banking. It’s like putting the power and expertise from our branch offices right inside a customer’s pocket. It’s an amazingly simple experience. LivePerson brings together the enabling technology and operations capabilities.”

LivePerson general manager, APAC, Andrew Cannington, said consumers consistently rank a conversational experience with brands as more satisfying than traditional modes of communication such as phone calls.

"Asia Pacific leads the world in mobile usage, and the experience we have created with Bankwest is a great example of the innovation that is possible here.”

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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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