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Provide Account Status Using Chatbot

Process flow for account status chatbot

Nowadays, customers want to get important information instantly and conveniently. Days of dialing your 0800 customer service phone numbers are slowly but surely coming to an end. That’s why banks and financial institutions these days try to improve customer experience by automating part of the communication.

Main goals of banking chatbots are to facilitate two-way communication with customers and to remove the burden from the bank's customer support. The basic tasks such as account status, bank account details, questions about loans etc. are something that a chatbot can handle efficiently on its own, thus allowing the customer service agents to devote their time to complex issues. According to a report by Juniper Research for every query that a chatbot handles, banks save 4 minutes of an agent’s time.

Read further if you want to find out how to build and deploy a banking chatbot.

This use case will demonstrate how to define, design, build, and deploy a chatbot which can engage your customers and provide them with relevant information about their account status.

High-level overview bank account status chatbot

Pre-requisites:

  1. Before designing your chatbot, talk to your customer service/support team. Ask them for the most common customers inquiries to identify highest-volume, least-complex customer intents, such as FAQs and basic queries.

  2. Find out the touchpoints in which clients can get information about their account status.

  3. Based on the input from the customer support team, group the most common inquiries and design the dialogs for the chatbot.

  4. Create intent training files for each dialog, based on the most common questions you identified previously.

Steps over Web Interface

  1. Log in to the web interface and navigate to the Answers module.

  2. Click the Create chatbot button and create a new chatbot. Mandatory fields to be able to create the bot are Bot name and Channel for which you should select WhatsApp. Before you activate the bot, make sure you also configure the rest of settings, such as the Sender number, Language, Escape phrases, and Session Timeout.

  3. If you have the intent training file prepared, import it. Otherwise, go to Intent tab and manually create necessary intents required for the dialogs.

  4. Based on the bank's input and conversation design, create all required attributes. Attributes can help you with saving relevant information, e.g. user information, json files, locations, or similar.

  5. If conversation design requires keywords, create keywords as well.

  6. Once most of the intents, attributes, and keywords exist in the Answers platform, start with dialog design. Based on the conversation schema, use the necessary elements to build the dialogs starting with the selection of the intent.

  7. You are able to use elements like Send text, Attribute, Call API,Conditions to create dialogs according to your design (and include authorization steps needed to confirm your clients identity).

  8. For the account status, we need to retrieve information from the end user and send that information to the bank to ask for the account balance. Use Coding element to securely encrypt the information.

Coding element for encryption

  1. After encrypting account information, send it to the bank using Call API element and request information about the account balance.

Call API element in banking chatbot

  1. Once the information is received from the bank, send it to the end user by adding Send text element and personalizing it with the value of the attribute where the account balance is stored.

Send text element about account status

  1. You can finish this dialog with asking whether the end user needs any more information and then branching the dialog according to the options you offer.

Offer more information to end user

  1. After all the dialogs are designed, use the Simulator tab to check how well your dialogs perform in simulations of real-life conversations.

Simulation of account status conversation

 

  1. Once you make sure the conversations run as planned, check that all the settings are configured and activate the chatbot.

PRO TIP

Additionally, you can offer the option of live support and use Redirect to Agent element and transfer the conversations to a live-agent, using Conversations, our cloud contact center solution


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