A Midwest regional bank had a vision to empower its customer service team with a reliable tool that would provide 24/7 access to the various systems crucial to account management.
Numerous and incongruent supporting apps were at the root of a frustrating user experience. Issues with system lock-out were limiting productivity and adding to costs. IT staff struggled to provide short-lived solutions, as the bank’s customers struggled to receive necessary attention. But with some smart system integration, both the customer service team and the bank’s customers could have a more seamless experience.
Why it matters
42% of service agents cannot efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications.
The bank chose to partner with g2o because our expertise across design, technology,and data made their vision attainable. The way to bring the bank’s vision to life was an employee-centric chatbot, designed to support all bank employees with account management. To be successful, the solution needed to integrate with existing applications, including the bank’s help desk queuing process, and provide a seamless user experience.
Integration was the crux of this project, but upfront user research ensured that the solution was designed to suit the specific needs of their users. Existing systems, applications, and portals at the bank were fragmented and caused confusion, cost, and productivity slowdowns. In response, the team built an online app that connected all systems used for account management. This is where the chatbot would access its necessary data. Initially, the chatbot was integrated into the bank’s web app and IT help desk system. More recently, the bank has tied the chatbot into their instant messaging application and service desk voice channel to help further reduce call volumes associated with system and IT related issues.
The bank set out to empower their people with a powerful customer-service tool and they succeeded. The chatbot solution gives convenient access to the systems needed for quality account management. Its 24/7 availability takes a burden off internal IT, reducing costs for manual and time-consuming responses for login, lockout, and other systems holdups. The chatbot solution is tied directly into their internal web app, instant messaging, and the IT help desk to reduce the time required to address prevailing issues.
And a more effective account management tool for their employees has translated into a better experience for the bank’s customers.