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KNAB: FULFILLING THE PROMISE OF A CUSTOMER CENTRIC BANK

Using Deepdesk, Knab increased agent happiness delighted customers through
personalized service and more meaningful conversations. 





THE CHALLENGE

Knab, a Dutch bank known for it's customer centric approach, is always on the
lookout for ways to improve their service. One way was to further support their
customer service agents with technology that leads to more meaningful customer
interactions, improves their overall well-being, and enables them to be more
productive.

For Knab the challenge was to do this while making use of AI, and particularly
automated suggestions, without the interactions becoming impersonal, and all
within their Tracebuzz, their CRM. Knab prides themselves on the meaningful
conversations and connections their agents have with customers, and see their
agents' unique personalities and tone of voice as a key to their overall
success.







THE SOLUTION

Based on Knab’s key requirements for choosing a new technology: continuing to
delight customers, keeping their agents happy, and the ability to easily
integrate with Tracebuzz, choosing Deepdesk was an easy decision. In order to
ensure their agents would like Deepdesk and would enjoy using it, they started
their pilot with a small group of agents. Within weeks of using Deepdesk and
with overwhelmingly positive feedback, Deepdesk was quickly made available to
all agents. 

To maintain individuality and personal freedom of their agents, the Personal
Collection feature was the first to be rolled out. Most agents have a collection
of their favorite messages that they copy and paste into their conversations,
and the Personal Collection enables agents to create and add their own
frequently used content, allowing for quick access and recommendations in one,
integrated view. This was quickly adopted and highly praised by the agents as it
was considered highly intuitive and immediately made their agents' lives easier.




THE RESULT

Deepdesk’s AI Agent Assist made Knab’s agents happier, more productive, and
enabled them to have more meaningful conversations, while maintaining Knab’s
core value of offering personalized service to all their customers.

New Knab agents are also able to be become productive faster with Deepdesk. Knab
now has a term for all agents who joined after the implementation of Deepdesk:
“The Deepdesk Generation.” Having content available to use that has already been
reviewed and approved by a senior agent greatly increases a new agent’s
independence and confidence in their work.




KNAB'S RESULTS


40%

Agent text automated


25 MILLION

Characters generated in 2022


80%

of agents generate 25% of their messages






WHAT KNAB SAYS ABOUT DEEPDESK

> "Deepdesk provided us with the technology and support we needed to allow us to
> quickly move forward with the confidence that our agents would be able to use
> AI generated responses and still provide personalized support."

Lonneke Van Den Ende

Shift leader Digital Services, Knab

> “As part of my onboarding I was introduced to Deepdesk, what it does and how
> it works. From the start I found Deepdesk to be extremely intuitive and it
> allowed me to reply faster. I made sure to always carefully read through the
> suggestions before sending them, so I was also learning while responding to
> customers.”

New agent

Knab









WANT TO LEARN MORE?

Send us a message and we'll be happy to share more information about how
Knab used Deepdesk to increase agent happiness and delighted customers. 




HAPPY AGENTS, BETTER CONVERSATIONS

Increase NPS, without the cost: Deepdesk's AI technology helps customer support
agents to have more fulfilling customer conversations.




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