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Optimize Operational Costs with ARSI Smartbot

With ARSI Smartbot, a private bank has successfully innovated and achieved cost efficiency in its internal communications. Thousands of questions from employees every day are handled efficiently by ARSI Smartbot.

INDUSTRY

Banking

SOLUTION

CXaaS

FUNCTION

Internal Helpdesk

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Company background

Committed to innovation, a private bank in Indonesia leverages the advantages of digitalization to provide its customers with a modern banking experience. It is no surprise that this bank, which has been around for more than 60 years, has become the choice of many people for their financial needs. Along with rapid business growth, the need for more employees has also increased, as has the need for internal helpdesk agents to assist employees in handling their questions and problems.

Prior condition

As the business grew rapidly, the number of employees also increased, including internal helpdesk agents.
However, the more agents are needed, the more operational costs increase.
Therefore, smart solutions are needed for HR cost efficiency, without compromising service quality.

Objectives to achieve

Providing smart solutions to reduce human resource burdens and address the rising operational costs of internal helpdesks due to increased agent requirements.

Implemented solutions

With ARSI Smartbot, a new chapter in internal helpdesk services has begun. This smartbot is capable of working independently to answer employee FAQs and collaborating with agents to help resolve more complex employee issues. This reduces the workload of agents, while also reducing the need to increase the number of agents in the internal helpdesk. As a result, operational costs can be more efficient.

ARSI Smartbot

Goals achieved successfully

After the bank implemented a chatbot on its internal helpdesk, the workload of the helpdesk team became lighter. Now, there is less need to add agents to the internal helpdesk. Currently, thousands of questions can be handled by the chatbot, further reducing the need for agents. As a result, optimal cost efficiency has been achieved.