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 bot 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.
The first step before you begin designing your chatbot is to talk with your customer service/support team regarding the most common customers inquiries in order to identify highest-volume, least-complex customer intents, such as FAQs and basic queries
Login to the web interface and select Answers module.
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.
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.
If conversation design requires keywords, create keywords as well.
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.
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.
After encrypting account information, send it to the bank using Call API element and request information about the account balance.
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.
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.
After all the dialogs are designed, use the Simulator tab to check how well your dialogs perform in simulations of real-life conversations.