BCA provides chat-based assistant as alternative to call center

Private lender Bank Central Asia senior vice president I Ketut Alam Wangsawijaya has said that VIRA, the company’s chat-based virtual assistant introduced in February, has started to attract more customers because of its faster response time compared to the bank’s conventional call center.

Since its launch, the virtual assistant, which uses Artificial Intelligence (AI) technology, has gained more than 180,000 users from various messenger apps, including Facebook Messenger, Line, and Kaskus Chat.

“BCA customers can just add BCA’s official account on Facebook Messenger, LINE and Kaskus Chat,” Ketut said in Jakarta on Sunday, adding that the new service was expected to ease the burden of its HaloBCA phone-based customer service, which received 14.5 million calls last year…

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