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~ Oct8ne ~

SUCCESS STORY:

EVO BANCO

Text: Ilaria Carboni // Photos: EVO Banco

EVO Banco, Bankinter’s 100% digital bank, has as one of its main objectives to be the main bank
of any person throughout his or her life. EVO has revolutionised the way we understand banking
by creating an intelligent, simple, transparent and innovative banking system. Its mobile app
offers its customers all the ease, agility and comfort of an online bank and the proximity and
professionalism of a network of physical branches.

Smart Chat for a Smart Bank for the content of their chat: one for doubts or questions
The integration of Oct8ne in EVO responds to the related to the product the user is contracting — a financial
A bank’s objective of being able to respond to all its product that, although it is simple because it is still a bank
customers and help them at any time of the day and from account, has particular characteristics and an additional layer of
anywhere in the world. intelligence.

With this new AI integration, Asier de la Torre, head of Digital The other branch has to do with the customer registration
Origination at EVO Banco, notes that “at EVO, we always seek process — which is usually very agile — and everything related
to partner with the best partners to offer the best solutions to to information at the level of steps, necessary documentation
our customers and, in this case, Oct8ne is the best solution that and mistakes that could be made, among others.
is already available to our customers.”
Now, when a user has a question, he/she simply clicks on the
Conversion Strategy button containing the topic related to his/her problem to see
EVO Banco has implemented Oct8ne’s chatbot solution in possible solutions. But the user does not necessarily have to ask
the EVO Smart Account contracting process with the aim of for help because if the bank detects that there is a problem in
facilitating, guiding and advising customers without having to the registration process, they go ahead with the Oct8ne chatbot
contact a manager by phone or email. and ask them if they have any specific doubts with this step so
that in real-time they are shown the main mistakes that people
“For now, the Oct8ne integration process is aimed at covering make in the registration process in order to solve the problem.
the contracting and sign-up process that we currently have at
EVO, in order to be able to respond to all queries and obtain How Did They Assist Potential Customers Before
conversion metrics,” explains Asier, who also adds: “an existing Implementing Oct8ne?
customer has many communication channels, but during the EVO Banco previously assisted customers through the
sign-up process, being a critical process, we are playing with call center with a human agent overseeing the process, or
the conversion and we believe that this type of flow is where we proactively if they noticed users abandoning the activation
can best take advantage of this type of solution. We believe that process. Additionally, they conducted personalised email
in the future, we could extend its use to other environments.” campaigns related to abandonment, based on where users were
getting stuck in the process and provided assistance to help
The strategy is clear and completes the objective. According to them continue the onboarding process.
Asier himself, the conversion rate of financial clients who have
interacted with the bot in the last three months has reached How Was Oct8ne Implemented?
more than 10%. “The implementation of Oct8ne has been very quick and
straightforward,” explains Asier. They autonomously configured
How Oct8ne Is Used at EVO Banco the chatbot and, with Oct8ne’s support, implemented and
Once contracted, they realised there were two possible branches activated the dialogue flows. EVO Banco values how easily

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