With the incorporation of Artificial Intelligence, the customer experience is no longer dependent on costly custom development. Now, the key is how the available capabilities are orchestrated and automated to generate real value in each interaction.
In this new landscape, AI is not just another channel or a chatbot. It is a strategic enabler capable of understanding, anticipating, and acting with precision. And Schaman takes it to the next level: a platform that automates the resolution of complex cases, manages omnichannel interactions intelligently, and enables agile business-driven improvements at scale.
With Schaman, banks can transform their customer service across three key areas:
1. Economic benefit: new revenue streams
Schaman doesn’t just reduce unnecessary calls or automate frequently asked questions. It also turns every interaction into a business opportunity.
How?
Through a highly customizable, data-driven business logic that enables the activation of offers or recommendations at key moments in the customer lifecycle.
Concrete example:
A customer requests a loan deferral. With Schaman, that process can include not only automatic resolution but also suggestions to review associated insurance or savings products that align with the customer’s new financial situation. It's not just about solving a request — it's about opening a purposeful, value-driven conversation.
Result:
- Increase in contextual cross-selling.
- Operational interactions turned into commercial value moments.
- Higher activation rate of digital products (accounts, cards, pre-approved loans...)
- Hyper-personalized, specialized, and professional service.
2. Operational benefits: efficiency with a customer-centric focus
Schaman adapts to the entity’s existing architecture without the need for radical transformations. It’s quick to deploy, intuitive, and offers a unified omnichannel platform that integrates with various client systems such as CRM, ticketing tools, apps, digital channels, etc. In addition, its experience design feature allows no-code resolution configuration, enabling agile setup without depending on complex technical development.
What can be achieved operationally?
- Full or partial automation of frequent cases (transaction tracking, document requests, direct debit changes, issue resolution...)
- Real-time activation of intelligent responses for Call Center CSRs via chat, IVR, email, or even within the customer’s private digital area.
- Real-time dynamic adaptation: each flow can vary based on the customer’s profile, products, history, or behavioral tendencies.
- Integration of both human and AI agents, specialized in different areas, delivers more efficient and effective support.
Concrete example:
A customer calls the Contact Center to inquire about an unusually high-value charge. Before the complaint reaches a live agent, Schaman automatically identifies the customer type, locates the transaction and history, detects the most likely root cause, and provides a tailored automated solution. With this context, the agent can ask if there's anything else they can help with, taking advantage of up-selling actions or personalized promotions that provide additional value.
Result:
- +97% first-call resolution
- -44% of tickets escalated to agents
- +78% resolution via self-service
3. Analytics benefit: intelligence applied to experience and efficiency
Beyond resolving requests, Schaman analyzes and learns from every customer interaction. Its AI Analytics Advisor doesn’t just show data, it tells you what to do with it. It helps banks detect patterns, predict problems, anticipate issues, and activate continuous improvement based on real-world data. This allows for ongoing evolution of the operating and customer service models, free from guesswork or isolated reports.
Every conversation becomes a source of actionable insight.
What makes it powerful?
- Predictive analysis based on real behavioral and intent signals.
- Identification of bottlenecks, friction points, and root causes of contact.
- Recommendations to redesign experiences or automate new use cases.
- Actionable business metrics: what’s being resolved, what’s not, why, and how to improve it.
Concrete example:
The AI Analytics module detects a 28% increase in contacts related to card activation over the past 15 days. Upon reviewing the conversations, it was found that many customers don’t understand the process via the app. The business team receives an alert recommending two actions: redesign the activation experience with a dedicated conversational AI Agent and automate a step-by-step contextual guide to assist Call Center agents. Everything is implemented from the same platform, with no additional development, in record time. This not only enhances the customer experience but also provides context and confidence to agents, while reducing repeat calls and improving service efficiency over time.
Result:
- Speed and ability to react instantly.
- Improved satisfaction scores and NPS by eliminating friction points.
- Greater autonomy for the business team to adjust and scale.
- Optimization recommendations based on current system data and service enhancement.
Schaman is not just an AI tool; it’s an intelligent orchestration platform that enables banks to take a qualitative leap forward.
And the best part: it doesn’t require complex infrastructure or massive tech teams. It’s designed so the business area can take control, experiment, and scale what works.
And you... Are you harnessing the full potential of your customer interactions?
Schedule a demo with us here and unlock all the benefits of AI in customer service.
