Santander, a leading consumer finance bank operating across the US and Europe, wanted to improve its customer experience and reduce reliance on in-person branch visits, a shift that mattered both for cost and for meeting customers where they actually wanted to engage. The problem was that the existing form submission process wasn’t streamlined, and delayed feedback on issues was quietly driving customer churn every time a form got stuck or an error went unnoticed until it was too late. Santander needed an automated solution that could integrate with its existing systems and workflows without disruption, one built to bring in accurate data for the customer and ensure completeness of information from the very first submission.
Ascendion developed an AI-powered chatbot that automated data extraction and form validation, designed to integrate seamlessly into Santander’s existing systems rather than requiring a separate, disconnected tool.
The chatbot enabled real-time interaction with customers, extracting relevant data directly from submitted forms and providing contextual, immediate feedback with additional details when something needed attention. That real-time responsiveness meant customers could rectify mistakes immediately, reducing delays and enhancing data accuracy across the board, rather than waiting days to learn a form had been rejected.
Tech Stack:
Delivered 40% effort savings, enabling consumers to validate several forms online rather than in person.
Increased productivity by 50% by automating queries with a chatbot.
Delivered a seamless experience and higher customer satisfaction.
