The ability to predict a customer's problem before he or she even reports that problem is a clever innovation, and for Personetics it was enough to be honored by a roomful of bankers at SourceMedia's Mobile Banking and Commerce Summit.
Personetics was selected as the 2012 Mobile Solution Provider of the Year by more than 600 conference attendees, who voted after watching live demos by Personetics and other financial tech firms that play in the mobile space, including imaging player Mitek; self-service specialist NCR; core vendor Fiserv; Access Softek, a firm that develops mobile payments and other mobile commerce solutions; and Charge Anywhere, a mobile payments firm.
The Personetics demo was of the Digital Banker product, which engages consumers in a verbal dialogue on a mobile device or land line while accessing the bank's CRM and back-office system to find solutions to a problem. Personetics incorporates speech, data, and business intelligence to link a bank's CRM and other data to a voice recognition engine to craft solutions to problems, such as providing reasons why a payment was denied, then providing steps to resolve the problem such as removing a fraud-related halt on a card or accessing overdraft protection. In other cases, the application taps the data and analysis to offer tailored cross-selling by phone, mobile or web. The firm's voice recognition engine sits between a bank's network and customer-facing application, asking open-ended, natural language questions and letting customers speak naturally in response. The firm's predictive analytics engine then matches those responses to current and historical data to produce a response or a follow up question.
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Real-time analytics that help answer customer questions and immediately fix problems have a promising future.
