An excerpt from Pepper's encounter with a customer at BBBank - A gratifying experience with Pepper!
Worried, I rush to the closest BBBank branch. I just can't believe that it actually happened - only one brief, careless moment and my wallet was gone! I'm already picturing what a stranger could do with my credit card at this very moment when I nearly trip over a small white figure in the entrance hall. I stop in surprise as it addresses me: "Welcome to the Herrenstrasse branch, my name is Gotthold!" says a friendly voice, and Gotthold seems to happily smile at me. "Sorry I don't have time for you right now," I mutter impatiently and hurry on. Somewhat astonished I hear Gotthold answering to my back: "Okay, maybe later!"
Unfortunately, all counters are occupied. And the seriousness in the faces tells me that the conversations would not come to an end any time soon. Restlessly my gaze wanders through the hall, desperately looking for a free employee. Instead, my gaze lingers on the small figure, which I now recognize as a humanoid robot. Just then, a young woman walks up to him and seems to actually ask him something. I can tell from the robot's surprisingly natural gestures that he is responding immediately. The woman smiles and thanks to him. I blink a little in surprise.
With a glance at the employees at the counters, who are still busy talking to customers, I sigh and decide to pay Gotthold a visit."Well then, I'm curious," I say rather to myself. But Gotthold gives me no time for skepticism. "What can I do for you?" he asks cheerfully. "My credit card was stolen!" I reply, ignoring his actual question. Nevertheless, Gotthold goes for it and asks me "Would you like to have the card blocked?" "Yes!" I say, finally feeling closer to solving my problem. I notice that Gotthold has a tablet on his chest when three phone numbers appear on it. "You have three options," Gotthold begins, "around the clock, even on Sundays and holidays, you can call the blocking number for your credit card at 0721 1209 66001. Alternatively, you can dial the general blocking emergency number, which is toll-free in Germany, on 0116 116. During our business hours from Monday to Friday between 8 a.m. and 6 p.m., you can also have the card blocked directly by calling your BBBank on 0721-141-0." Gotthold hasn't even finished as I'm already dialing. Just a few minutes later, I'm standing in front of the little robot - very relieved. "Thank you Gotthold, you saved me!" I explain to him, wondering about my need to thank a machine.
Astonishment quickly gives way to amusement when Gotthold asks, "May I tell you a joke to cheer you up?" I can't help but grin; I really like this little guy. "Absolutely!" I reply and actually have to laugh about the joke. I think I already took Gotthold to heart. Convinced that I will be visiting the BBBank and Gotthold more often in the future, I say goodbye to my new friend. Suddenly I remember something and turn back: "Tell me, why are you called Gotthold?" "I was named after the founder of BBBank. It is said that Gotthold Mayer was ahead of his time even then."
The solution described for "Pepper" robots in banks and insurance companies was implemented by CleverGuides GmbH with the CleverGuides Concierge App and the CleverGuides Presenter App and is in use at BBBank in Karlsruhe. Please direct any inquiries in this regard to pepper@cleverguides.de
About BBBank
BBBank is a modern retail bank. With around 500,000 members, it is one of the largest cooperative banks in Germany. Their business model is low-risk and sustainable. BBBank is part of the history of the German civil service banks. It was founded in 1921 as a self-help facility for civil servants. Today it is the bank for all private customers and the public sector in Germany. Under the slogan “Better Banking”, BBBank puts its customers at the center of their actions. Their mobile banking offers, the integrated direct bank “BBDirekt” and the nationwide branch network combine availability with personal customer proximity.
About CleverGuides
CleverGuides is a certified solution partner of SoftBank Robotics and develops communication and consulting solutions for the humanoid robot "Pepper", which is equipped with AI capabilities. CleverGuides also uses interactive online consultants (guided selling technology) to generate high-quality B2B leads for industrial and trading companies.
