Personetics Predictive Virtual Assistant Deployed at Leading MC, Visa and AmEx International Card Issuer

  Personetics Predictive Virtual Assistant Deployed at Leading MC, Visa and
  AmEx International Card Issuer

Isracard, with three million customers, shares benefits of Digital Banker™ for
                          Online and mobile channels

Business Wire

NEW YORK -- January 7, 2013

Personetics, the leading provider of predictive virtual assistant solutions
for the banking industry, today shared customer user data from key deployments
including Isracard, a market-leading international issuer of Mastercard, Visa
and American Express cards.

“…the new service which explains my purchases is amazing. I am impressed by
American Express and will continue to use their card for a long time.” –
Isracard Customer

Personetics Digital Banker is an intelligent virtual assistant solution that
anticipates customers’ financial needs and approaches them with relevant
solutions. Digital Banker’s interactive technology delivers a unique and
intuitive customer experience across all self-service channels while reducing
overall service costs for financial institutions. Digital Banker puts
customers in control and allows them to be more self-sufficient. For example,
Digital Banker will present a map with the merchant’s location to help a
customer remember a transaction before the customer files a costly dispute or
the solution will help a customer analyze his or her latest utility bill to
see if it differs from past bills. Digital Banker’s powerful predictive engine
responds to customers’ needs and works to resolve their question or issue in
the most efficient manner possible.

“We’re very excited to offer Personetics Digital Banker to our customers,”
says Dov Kotler, CEO of Isracard. “It’s helping us deliver a better experience
and meet our business objectives. Our customers love it. It was easy to
implement and we are seeing a steady increase in customer usage.”

Isracard, the largest card issuer in Israel with more than three million
customers, wanted to increase up-sell conversion rates for new products and
services, reduce service costs, expand self-service channel adoption and
differentiate itself on quality of customer experience. Digital Banker was
embedded into Isracard’s existing Online and mobile applications, speeding
delivery and easing customer transition to more cost effective self-service
options. Customers began using the new, intuitive features immediately with no
instruction or training. The number of users continues to grow at a steady

Key Results:

  *Customers like the new predictive assistant technology, recording a high
    satisfaction rate shortly after deployment
  *A large percentage of customers with issues resolve their problems without
    live agent help, avoiding significant service costs
  *When offered at the ideal time – the moment of truth – nearly half of all
    up-sell recommendations are accepted by customers for new products and
    services, like electronic statements and automatic bill pay
  *Ten percent of active users access the system at least monthly

The system not only supports customer issues, but also helps them better
understand their spending, with more than half of the interactions dealing
with common personal and family financial topics. The types of topics explored
by customers is broadly distributed across all those offered, from spending
trends to single transaction details. Isracard plans to double the number of
topics customers can explore in the next couple months.

“Rightfully, financial institutions have invested heavily in Online and mobile
banking as more and more customers move to these channels,” says David Sosna,
CEO of Personetics. “Digital Banker provides the next generation of predictive
interactivity, improving the customer experience. We build off of the features
and services banks already offer, integrating easily into the look and feel of
existing apps and providing users a personalized and intuitive way to find
what they are looking for. We’re happy to be working with Isracard to offer
Digital Banker to their customers.”

About Isracard

The Isracard Group was established in 1975 and is the leading credit card
company in Israel. The Isracard Group unites four companies that operate a
wide scope of activities in credit payments under the same operating
management framework.

The group has more than 3.5 million cards issued to cardholders using
Isracard’s services. Isracard offers a wide range of card brands, including
MasterCard, Visa and American Express. Isracard has been awarded for the last
two consecutive years’ first place for customer service. For more information,

About Personetics

Personetics offers a predictive virtual assistant solution designed
specifically for banking and is dedicated to helping all types of financial
institutions deliver a more personalized customer experience across all
service channels, especially online and mobile. Its Digital Banker solution is
pre-loaded with a comprehensive library of banking-specific service topics and
leverages a real-time analytics engine to accurately predict customer intent.
Digital Banker delivers a superior customer experience, reduces costs and
increases user adoption of self-service channels. Personetics is backed by
Carmel Ventures and Sequoia Capital and is headquartered in New York with
offices in Tokyo and Tel Aviv. For more information, visit


Deborah Katz, 860-919-7261
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