Customer engagement software company Khoros has announced that it has been selected by NAB as a technology partner to transform the bank’s digital messaging capabilities.

NAB’s executive director of digital experience and engagement, Michelle Sherwood, said 94 per cent of customer interactions are now digital.

“Having supported the launch of our Apple Business Chat, WhatsApp and Google Business Messages channels, the Khoros platform has proven incredibly valuable in helping customers however they choose to interact with us,” said Ms Sherwood.

"We look forward to building on our success and setting a new industry standard for what a high-performance, customer-focused digital messaging and contact center experience can be."

More than three million web chat conversations were answered by NAB's digital virtual assistant in 2020, triple the amount in the previous year.

Khoros said NAB is one of thousands of businesses that have seen a significant increase in consumer demand for digital engagement recently, including 90,000 interactions through digital messaging channels.

"We are honored to work with this visionary organization to drive digital transformation and ultimately deliver a more modern experience for their customers," said Khoros CEO Jack Blaha.

"With Khoros' leading contact center solution and AI-driven vision to unlock the power of customer engagement, we are excited to help NAB set a new global standard for digital-first customer engagement that will enhance both colleagues as well as the customer experience.”

NAB will use the Khoros platform as part of its vision for an evolution in digital communications and a fully integrated digital services operation.

"Our partnership with NAB has been exciting to see progress, especially as they share a vision that speaks volumes for what we innovate here at Khoros – true digital customer engagement that seamlessly connects colleagues and consumers across every communication channel, including digital and voice,” said Khoros APAC VP Booth Fellers.

"We are excited to be on this journey with NAB so they can provide a leading customer service experience."

John Bragg

John Bragg is a journalist for Momentum Media's Investor Daily, nestegg and ifa. He enjoys writing about a wide variety of financial topics and issues and exploring the many implications they have on all aspects of life.