I help customers check the status of their account, see recent transactions, and make payments or transfers. My job is to make it easy and convenient to check the status and manage their account 24/7 and across multiple channels.

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Customer Journeys

  • Check account balances
  • Review recent account transactions
  • Proactively reach out to see if overdraft needed
  • Transfer funds between accounts
  • Update account information

How I Help 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 I Help the Customer

  • 24/7 availability and access to account information
  • Eliminate off-hours closed messages, queuing and hold times
  • Transparency of customer journey

My Metrics

# account requests handled

% requests handled successfully

% routing by intent

time to complete

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