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Keytrade Bank

Smarter credit card support with a tailored chatbot.

Keytrade Bank, a Belgian pioneer in online banking, wanted to enhance customer support during a mass credit card replacement. To manage the spike in questions without overloading their contact center, we built a smart, contextual chatbot that provided timely answers and reduced incoming calls.

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The issue

At the moment, the bank was replacing all credit cards, but had one concern though: after receiving a new card, clients often have a lot of questions. The bank was looking for a way to answer these questions efficiently, while limiting the workload of employees at the contact center.

Our solution

A chatbot turned out to be the ideal fit. We created a targeted chatbot that’s only visible to clients who already received their new credit card. This ensures a relevant and personalized experience, while significantly reducing unnecessary interactions.

Key features included:

  • Smart visibility rules: shown only to impacted clients.
  • Credit card–specific FAQ flow tailored to recurring questions.
  • AI-powered responses that improve over time.
  • Full training and handover to Keytrade’s support team.
  • Seamless integration using the Oswald chatbot platform.

Step by step

Since Keytrade Bank had no previous experience with chatbots, the entire concept had to be fully tested before the rollout to clients. This is why we started with a POC (proof of concept) chatbot that only responded to basic questions about credit cards. This allowed us to test and optimize its main features before we added extra options.

We also preferred to start with a small Dutch speaking target audience, so we could pay attention to every single detail, tweak the chatbot and release it to a larger audience when it is more polished. The chatbot is only visible to clients who - according to the system - have already received their new credit card. It pops up in the app screen where they manage their credit card account.

Less phone calls, more support

For Keytrade Bank - and many other companies - a chatbot has a clear purpose: reducing the number of phone calls and at the same time offering clients more efficient support. Recurring questions are often a burden for people who work at a contact center. A chatbot doesn’t mind having to answer the same question over and over.

New insights

To fully understand the different type of questions the chatbot should be able to answer, we organised workshops with Keytrade Bank. We worked closely together to get the copy tuned and the support team trained. For the development part, we turned to the Oswald technology and platform. As artificial intelligence is included, the chatbot is also getting smarter. The chatbot is not only offering new insights to Keytrade Bank, it is also a huge help for the contact center and a great add-on for its customer support.

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