RCC - Content Coordinator CoE chatbot

Job description

Ready to make an impact as a Content Coordinator? A job in which you coordinate the delivery of the right information towards the members of our Retail Contact Centre. Continue reading! About the Retail Contact Centre: The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis, we have approximately 3 million customer contacts. This includes questions about ING's Payment Account and everything related to it, such as debit cards, credit cards, and the mobile banking app, as well as all inquiries about mortgages and investments. However, if a customer contact is necessary, we want that experience to be superior. We believe in nudging the digital customers to the processes they can do themselves in the app, empowering customers to take control into their own hands. That’s why we work with a chatbot which aims to direct the customer towards the information or processes they need. Up to this point, we had an intent based chatbot in place which is built with pre-made conversations. Even though it helps a lot of customers, the experience was not ideal, and the potential is limited. If the s...