- Branch and Head Offices – 1800 Branch Offices
- Call Center – 750 (Headcount)
- Internet and Mobile Banking
- Account Balance
- Managing Payees
- Money Transfers
- Payroll Processing
- Managing Tax Payments
- Many More
In a single stroke, the Bank had expanded its outreach to new social media channels and put in a smart and highly intelligent employee in place to manage the first line of interaction. The blog below captures the customer journey in the new world after the chatbot was put in place.
Customer Experience in the New World
Chatbot deployed with Internet Banking
Jack now gets started with the transaction. The chatbot walks Jack step-by-step with payment in foreign currency including a selection of the currency, account type and the amount to be transferred. Bot completes the transaction successfully. No Branch office visit, no phone call – Jack is impressed with the intelligence of the Bot. Jack is hooked and wants to initiate another payment however gets interrupted by a meeting reminder and decided to process the payment after the meeting.
Banking Chatbot on Mobile Application
He gives it a voice command, the Bot jumps into action, collects a few Details and before submission, in compliance with the security protocol at the Bank, asks Jack to enter the OTP. Jack quickly fetches the OTP from SMS and submits the same. Bot successfully completes the transaction and sends out email and SMS confirmation. Jack is delighted !!
Banking Chatbot deployed on SMS
Jack checks for past fund transaction history. The bot provides him with the transaction history where he confirms the amount both in foreign currency and the USD. He is now relieved that the payment is indeed taken care of.
Banking Bot deployed on Social Media Channel (Whatsapp)
Jack checks to see if the Bot can respond on Whatsapp. Jack simply goes to the WhatsApp account of his bank and posts the question about payroll processing. To his pleasant surprise, the Banking Bot promptly replies and guides him on how to set it up. Jack checks with the bot around the fee structure associated with payroll processing. Chatbot picks out the relevant information from the Bank’s information repository and provides Jack with accurate and up-to-date information.
However, the key here is to deploy a smart bot that can respond to your end-users across channels with a high level of accuracy. A Bot that can talk to various silo(ed) information repositories with a high level of security. A multi-lingual bot that can answer questions in various languages and dialects. Finally, in case the Bot cannot answer the question it can switch to a Live Agent and provide them complete interaction history to make the transition seamless. Above all, a bot can learn from its interactions and continuously improve its accuracy.