Fintech uses the capabilities of the IBM Watson Assistant on the IBM Cloud to automate credit application processes, exceeding almost 14,000 customer service without human interaction since September 2020
BizCapital, a fintech that provides financial solutions for small businesses (such as loans and a digital account) announced that it has adopted IBM Watson Assistant in IBM's public cloud to serve thousands of entrepreneurs. Small and medium businesses across the country will be able to communicate through the virtual assistant Berta in an even more agile and efficient way. With loan conditions calculated individually according to the profile of each company, Biz plans to offer resources for Brazilian entrepreneurs to prosper and generate a positive impact on society.
According to research data “The impact of the coronavirus pandemic on small businesses - 7th edition “, Carried out by Sebrae, 33% of Brazilian micro and small companies (MSEs) have outstanding debts and loans that are overdue, while 51% tried to seek loans in this period. Because of this scenario and to meet all requests for credits that it receives uninterruptedly, BizCapital has been using IBM Watson Assistant as the central technology of its virtual assistant. After 4 months of existence, Berta was responsible for 89.6% of customer service, offering support to entrepreneurs at any time.
With Berta, BizCapital has already registered 6,861 fully automated calls outside business hours, counting weekends and holidays, reaching the mark of 14,669 total calls made since September 2020. Since the virtual assistant started to operate, the service time has fallen from five minutes of traditional telemarketing to 47 seconds. Currently, Berta serves customers in a fully digital and automated way, answers questions about BizCapital products and the requirements for requesting credit, explains the steps of the process, gives information on the status of orders placed by customers, conditions and balances, in addition to indicating documents missing.
“BizCapital offers a differentiated proposal in relation to traditional banks and is aimed at companies that need credit and other solutions to maintain and prosper. In this pandemic moment, we were very much sought after by small businesses that were directly affected by the crisis ”, said Francisco Ferreira, founding partner of BizCapital. "Having IBM Watson and the IBM cloud in our virtual assistant was instrumental in making our customers' demands more agile and helping them when they need it most."
“With the pandemic, businesses are rethinking how they interact with their audiences. Advances in AI, automation and hybrid cloud are transforming the way companies achieve customer satisfaction, and high availability is an essential factor in driving engagement. With Watson's capabilities in the public IBM cloud, BizCapital was able to provide a personalized and automated communication channel to continue helping Brazilian companies, even more quickly. ”, Said Marcela Vairo, Cloud Leader, Data Platform & AI Apps at IBM Brazil.
