VESNA - A Digital Human Hologram Case Study

Introduction

Delve into the innovative world of digital human hologram technology and uncover the remarkable impact it had on Slovenská sporiteľňa, a.s. (SLSP) Learn how this cutting-edge solution redefined audience engagement. Nettle deployed the first-of-its-kind 3D holographic virtual bank branch assistant in the region at SLSP’s flagship store in the Nivy Mall.

Challenge and Goals

Slovenská sporiteľňa, a.s. encountered the daunting task of captivating their audience within a fiercely competitive market landscape. They grappled with the need to forge lasting, impactful connections and set their brand apart from the crowd amidst numerous challenges.

Our involvement in this project was initiated by the client's marketing department. The project aimed to introduce a virtual assistant into a newly constructed, contemporary retail branch of the bank. In addition to potential marketing benefits, the goals included:

• Evaluating public response to a digital human in a physical environment
• Potentially relieving bank branch employees from handling the most common inquiries.

Solution

When customers arrive at the branch, they are greeted by a 3D holographic projection featuring the virtual assistant named "VESNA" in standby mode. Positioned in front of the screen is a tablet stand equipped with a microphone. As customers approach and step on a discreetly placed pressure mat, the assistant activates, welcoming them and prompting inquiries.

The tablet stand serves a dual function: acting as both a control panel and a display area for supplementary information that may not be suitable for projection onto the holographic screen.

Results

Bank management commented on how they experienced Enhanced Customer Engagement: VESNA created a captivating and interactive experience for customers, increasing engagement levels and fostering positive interactions. Management also identified the following benefits of using a virutal banking assistant:

• Improved Brand Perception: VESNA conveyed innovation and modernity, enhancing SLSP’s brand image and helped distinguish them from the competition.
• Efficient Customer Service: VESNA regularly provided customers with basic inquiries, freeing up bank staff to focus on more complex tasks and providing a smoother customer service experience overall.
• Personalized Assistance: plans to explore how VESNA’s capabilities can be augmented to provide personalized banking services either in branch or online.
• Cost Savings: VESNA helped automated routine customer interactions, keeping labour costs manageable.
• Novelty and Attraction: VESNA definitely attracted attention and generated interest from both existing customers and potential clients, increasing visibility in the market.
• Data Collection and Analysis: Interacting with human holograms like VESNA offers insights into customer behavior, aiding banks in gathering data to enhance future services. VESNA has paved the way for service improvements based on direct customer feedback.
• Adaptability: VESNA has been regularly updated and modified to reflect changes to SLSP’s banking services portfolio and branding, ensuring that the information provided remains relevant and up-to-date

Conclusion

The implementation of VESNA as a digital virtual bank assistant proved effective in enhancing customer engagement and streamlining service delivery at the bank branch. Through its interactive features and ability to assist with inquiries, VESNA successfully improved the overall customer experience while potentially reducing the workload on bank staff. Its innovative approach not only modernized the branch but also contributed to improved brand awareness and a more customer-centric banking environment.