[Virtual agent]
Thanks for contacting OSM Financial. I’m Ada, your virtual assistant. Try asking me to review options, provide our address, or make an appointment with one of our financial advisors.
[Caller]
Hi, Ada, I’d like to make an appointment.
[Virtual agent]
What date would you like to come in?
[Caller]
How about next Wednesday?
[Virtual agent]
Okay. Would you like to come in at 10 a.m. or 2 p.m. on Wednesday, March 22nd?
[Caller]
10 a.m., please.
[Virtual agent]
Let me confirm, you want an appointment for Wednesday at 10 a.m. Is this correct?
[Caller]
Yes.
[Virtual agent]
Great! Finally, please tell me your first and last name.
[Caller]
Chris Wood.
[Virtual agent]
Thank you Chris! Look for a text message in a moment with confirmation. We will also send you a text message reminder the day before your appointment. Your appointment has been scheduled. Is there anything else I can help you with today?
[Caller]
No thanks, I’m all set.
[Virtual agent]
Thanks again for calling OSM Financial. Have a wonderful day.
[Narrator]
With Smart Assistant and two-factor authentication, financial service providers can give their customers a secure way to access protected content, while ensuring PCI compliance.
[Virtual agent]
Hello! Thank you for calling OSM Mortgage. How may I help you?
[Caller]
I’m calling to check the status of my mortgage application.
[Virtual agent]
Okay. Before we continue, please provide your reference number.
[Caller]
7-0-8-7.
[Virtual agent]
Thank you for providing your reference number. In order to verify your account, we will be sending an SMS to the phone in your record with a random 4-digit code. Using the keypad, please enter the code.
(Caller touches tones for 9-2-9-3)
[Virtual agent]
Your account has been verified. Thank you, Chris Wood. We’re pleased to inform you that your loan request has been approved. Look for a text message shortly with this information. You will also receive a letter by mail with further details. Have a wonderful day. Goodbye.
[Narrator]
Smart Assistant empowers customers with self-service options to locate the information they need, without having to speak with a live agent, or download an application on their phone. The client texts a keyword to receive information on their policy coverage. Clients can also check the status of a claim via text message. When an institution detects possible fraud, contacting the customer is top priority. Smart Assistant makes notification and validation of suspicious activities quick and easy. When a provider notices unusual activity, the client receives a text message to confirm the transaction. If the client doesn’t recognize the transaction, Smart Assistant automatically arranges a follow-up call from a live agent, saving time and ensuring quick action.
[Live agent]
Good afternoon, may I speak to Chris? Hi, Chris, it’s Ben from OSM Financial. I’m calling about the unusual activity we noticed on your account at Fretter Appliance? Good, good. Okay. Here’s what we need to do next…
[Narrator]
Appointment management. Multifactor authentication. Self-service via SMS. Fraud alert notification. These are all examples of how Smart Assistant can lower costs, improve client engagement, and keep customers coming back to your institution.
