We've Launched New Digital Assistant

We've enhanced our Intermediary support with the launch of our new digital assistant. 

We've partnered with Parker Software, a world leader in live chat software and business process automation to create the innovative digital solution. 

The newly introduced chatbot, known as The Cambridge Digital Assistant, serves as an easy access point of contact for Intermediaries, ensuring prompt and accurate responses to their queries. At first point of contact the bot shares a variety of 18 common FAQs to select from for ease and efficiency.  

We've undertaken a comprehensive analysis of our Intermediary team's live chat operations, recognising the need for increased efficiency and streamlined service delivery. 

In instances where the digital assistant cannot address specific concerns, dedicated team members seamlessly take over the conversation during normal working hours, guaranteeing uninterrupted support. 

Business Development Adviser, Helen Gilbert, said: “Since March, this innovative solution has effectively finessed the resource allocation of our team, ensuring we have more time to focus on addressing complex queries and providing valuable support. 

“Ultimately, this will enhance the overall service for intermediaries, with the aim of reducing wait times." 

Business Development Adviser, Stefan Mapp, said: "Live chat offers an unparalleled opportunity for newcomers to familiarise themselves with a diverse range of queries and topics. 

“We rarely encounter repetitive questions, and each new query serves as a valuable learning experience for team members on various aspects of lending and mortgages. 

“Smart predetermined responses to common questions play a pivotal role in this regard, providing immediate access to ready-made answers, saving time, and facilitating a deeper understanding of relevant criteria areas for specific inquiries. 

“With a majority of queries already covered by these responses, we can swiftly provide accurate information, even during periods of high broker engagement.” 

Since the launch of our digital assistant, the intelligent system has independently handled an impressive 31% of total chats, eliminating the need for transfer to team members. 

This significant achievement has resulted in a minimum of 1,252 minutes saved, demonstrating the considerable impact and value generated by the new digital assistants. This time is reinvested back into providing specialist advice to Intermediaries and into developing team members to deliver great service to our partners.