Enhancing Customer Service: Bilingual Chatbot Development for Payment Scenarios

Enhancing Customer Service: Bilingual Chatbot Development for Payment Scenarios

English
Spanish
Banking
NLP

Bilingual chatbot for seamless English and Spanish customer service for Mastercard

14.04.2023

In today’s globalized market, ensuring excellent customer service across languages is crucial for businesses, especially in the financial sector. In this article, we’ll explore how our client, Mastercard a global leader in payment innovation and technology successfully implemented Bilingual Customer Service Chatbot to cater to both English and Spanish speakers, resulting in improved call center efficiency, increased sales, and enhanced customer loyalty.

The customer

Our client, Mastercard’s Research and Development Labs, is a global leader in the field of payment innovation and technology, offering a wide range of financial services.

The context

Our client’s research and development labs wanted to develop a chatbot to improve customer service, they needed to ensure the chatbot could not only understand both Spanish and English but also understand and accurately respond to a range of different customer queries. Failure to do this would result in frustrated, isolated, and potentially angry customers.

Our client needed unique, multi-lingual text data covering 20 designated payment scenarios in English and Spanish to ensure their chatbot was smart, fluent, and not alienating customers. They also required that the data be provided in 3 weeks.

Obtaining this type of comprehensive data under highly specific parameters is a multi-step process that can prove time-consuming without experts involved. We worked closely with our client to ensure maximum efficiency and quality at every stage, from assisting with scenario development to drafting a comprehensive set of prompts to collect, validating, and annotating all collected text.

Obtaining this type of comprehensive data under highly specific parameters is a multi-step process that can prove time-consuming

The solution

Step 1 – Variant collection

Although the timing was tight, we could meet the deadline because of our well-tested workflows and global crowd. We sent original prompts – a question to which a model will respond – covering all 20 payment scenarios to our crowd, who produced 2,000 variants for each language in response. We had each of those variants validated and corrected by different crowd members, and for the 475 questions, we collected 1,500 answers and had each one ranked for relevancy three times as part of our Bilingual Customer Service Chatbot development process.

Step 2 – Entity tagging

Finally, we had every variant annotated for entities by three separate crowd members. Ultimately, we collected over 6,000 entities split between English and Spanish. We then removed repeats and delivered over 1,000 entities in each language to Mastercard.

Bilingual-Chatbot_1.png

Our precise, industry-specific data was used to train chatbots that could understand numerous customer requests in English and Spanish. This improved call center efficiency, improved sales, and won customer loyalty. Although chatbots are an almost ubiquitous part of our lives, to truly enrich the customer experience, they need to be smart, fluent, and accurate, which can only be achieved with high-quality training data.

Want to learn more about how our tailored solutions can benefit the banking industry? Explore our range of services for the banking and insurance sectors and discover how we can enhance your customer experience and streamline your operations!

You might also be interested in:

Spanish Spontaneous Dialogue

859 hours recorded by speakers from Spain, Mexico, and the US
Banking
Insurance
Retail
+3
DAI logo
Defined.ai hosts the leading online marketplace for buying and selling AI data, tools and models, and offers professional services to help deliver success in complex machine learning projects. Defined.ai is a community of AI professionals building fair, accessible and ethical AI of the future.
Datasets
Contact
1201 3rd Avenue, STE 2200, Seattle WA
[email protected]
Wired logo
Forbes 2019 AI50 logo
CB insights logo
Forbes 2020 logo
Inc. 5000 logo
PME logo

© 2023 DefinedCrowd. All rights reserved.