Contact Center Modernization
Banking & Financial ServicesBusiness Impacts
Reduced Time and Effort
Native Language Support
Language Switch between Conversation
24x7 Live Chat Availability
Customer Key Facts
- Location : Asia-Pacific
- Industry : Financial Services
Problem Context
The client is a leading private sector bank in India that offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and via its group companies. They wanted to enhance their customer experience on different banking services and reduce costs by eliminating wait time and providing self-service options for their clients. Hence, they were looking to build an effective query response system with a virtual agent deployed on a voice-enabled system that is capable of providing 24/7 support to customers.
Challenges
- Voice bot Support in Native Languages: Hindi, Marathi, and Telugu apart from English
- Managing high variance in possible candidate response
Technologies Used
Google Cloud Platform
DialogFlow
NodeJS
Build an Effective Query Response System with a Virtual Agent
Solution
Quantiphi leveraged Google Cloud’s DialogFlow platform to build a custom chat widget for providing text as well as voice capabilities to answer users' queries on different bank services. Unique functionalities include:
-Support to Indian Languages:- Marathi, Hindi, Telugu
-Language switch in between the conversation
-User’s Authentication through OTP
-Reset OTP
-Session Expire to avoid any fraudulent activity
Result
- Developing AI-powered voice agent which can be used by customers to solve various banking services queries; eliminating human dependency and providing round-the-clock customer service
