»Bella« is powered by Liveperson conversational commerce platform

At the end of 2020 innovative banking platform Bella, powered by LivePerson technology, was launched. Bella is an innovation in fintech industry based on conversational commerce and offers 100% banking experience fuelled by human love and empathy. In practice Bella delivers its promise by using artificial inteligence and LivePerson conversational commerce technology.

Creating experience and innovating business models

Imagine you ordered a macchiato and when you want to pay for it, you receive a message »someone already paid for your coffee«. Isn't that just great? We are entering the era where digitalized consumer eagers to feel human touch and experience human contact in analog world. And technology is just a tool to make their dreams come true. Bella platform is a great proof that technology can be used »out of the box« - creatively. It shows the potential to creative industries and that is time for creative tribe to discover the beauty of technology. We have an opportunity to tell brands’ stories not only through ads and digital content but deliver them also through different tools for direct communication. This is how new inspiring stories and experiences are created.

Technology of chatbots in chat apps 

Messaging through chat apps (Viber, WhatsApp, Facebook Messenger, Apple Bussines Chat) is becoming more and more popular form of consumer conversation. Simple, intuitive text or voice supported interfaces is popular especially among millennials. It's predicted that X generation, born around the turn of the millennium, won't visit physical bank office at all anymore. Social distancing and rapid digitalization in 2020 all pushed us to master the use of digital and communicate regularly through digital channels. Chatbots, use of AI and conversational tools has made a huge change in way how companies and brands communicate with consumers.

AI enables automatization of low values service

Todays' accelerated development of artificial intelligence enables simple automatization of repetitive conversations with pre-prepared scenarios, spiced up with appealing content (like text or audio-video content). Machine learning in conversational commerce enables technology to learn for itself and in combination with the human agent offers several proposals how to automate repetitive tasks. In time and with constant development, chatbots will be able to copy human conversations even mo

Personalization – virtual experiences with a personal touch

»2021 is the year of personalization« marketing experts predict. It means companies and brands will be communicating with the consumers more targeted, according to phase of the funnel, when customer is open for specific information or for buying a product or a service. A conversation is the most natural way to establish this kind of interaction. Moreover, chat tools offer a great opportunity for personalized communication with the consumer, at the right time with the right messages. 

LivePerson technology solution enable companies to move boundaries of personalized services and create unique digital experience. With the use of data, advanced analytics, new models of interactions and the use of algorithm technology it can automatically deliver more personalized message to customer through chat. Today experience in digital world is more and more exposed to the challenge how to ensure the best alternative to analog experience. Additionaly, customer expectations for digital experiences increased significantly. 

In digitally advanced and open society of the future, service providers will be searching differentiation through shopping experience they offer and through communication they provide to the customer as a brand. Brand loyalty with higher added value will be created through advanced personalized experience. Conversational commerce or conversational banking in this context offers a chance for digital transformation of the industry with the use of digital messaging applications, chatbots, artificial intelligence and big data. This enables companies more cost efficient approach as well as ensure digital, automated and easy-to-use interaction with more personal touch. Banks of the future will be able to satisfy needs and expectations of their clients more effectively. Isn't this the reason why we immediately adopt applications such as Revolut and N26?



Matjaž Možina, 2Mobile