Spain’s Bankinter Increases Customer Satisfaction with Multimodal VoiceXML Brokerage Application
Bankinter is the leading Internet bank and brokerage firm in Spain. Bankinter conducted extensive tests that showed widespread customer demand and enthusiastic support for a multimodal interface that would make the bank’s mobile applications, including stock trading and account management, more usable and user-friendly.
“Our customers wanted the flexibility to get financial information, and to transact business from their mobile phones, but do not like the current click-click and triple tapping interface,” said Jesus Marquina, Chief Information Officer at Bankinter. “We strongly believe that offering them the choice of voice-enabled search, and of entering information by speaking and seeing the results on the screen, will further increase the number of completed self-care transactions, and improve customer satisfaction.”
One of Bankinter’s requirements was that the platform on which the solution was built must be standards-compliant. The brokerage application has both a “visual” component built in Java, and a “voice” component built in VoiceXML. Kirusa’s Multi-Modal Solution for IP voice (KMS-IPV) was integrated with Loquendo’s VoxNauta VoiceXML platform to create a speech-enabled, standards-based multimodal offering. Using Loquendo and Kirusa technology, Bankinter’s application takes advantage of the full power of VoiceXML in building the multimodal interface