Example Customer Journeys
- Check account balances
- Review recent account transactions
- Proactively reach out to see if overdraft needed
- Transfer funds between accounts
- Activate debit or credit cards
- Unlock PINs
How this Helps the Business
- 24/7 access to account info without the staffing costs
- Reduce calls from customers about account balances
- Free agents up to spend time on more complex customer issues
- Reduced costs of service delivery
How this Helps the Customer
- 24/7 availability and access to account information
- Reduce queuing, hold times and transfers
- Self-service experience across multiple channels
Metrics
# account requests handled
% requests handled successfully
time to complete