CASE STUDY OF A LEADING PRIVATE BANK
COMPANY BACKGROUND
Dedicated to innovation, a leading private bank in Indonesia takes full advantage of digital advancements to deliver a modern banking experience to its customers. It’s no surprise that this bank, with over 60 years of history, remains a top choice for many seeking financial solutions. With its rapid business growth, the need for more employees has also increased, including internal helpdesk agents who support staff in addressing their inquiries and concerns.
PRIOR CONDITION
- As the business grows rapidly, the number of employees, including internal helpdesk agents, also increases.
- However, with the need for more agents, operational costs also rise.
- Hence, a smart solution is needed to streamline human resource costs without compromising service quality.
OBJECTIVES TO ACHIEVE
- Bringing forth an intelligent solution to reduce the HR workload and tackle the escalating operational costs of the internal helpdesk due to the increased need for agents.
Cost Efficiency Achieved
With ARSI Smartbot, a new chapter in internal helpdesk service begins. This Smartbot can autonomously handle employee FAQs and collaborate with agents to address more complex employee issues. This reduces the workload on agents and minimizes the need to hire additional agents for the internal helpdesk. Consequently, operational costs become more efficient.
ARSI Smartbot
GOALS ACHIEVED SUCCESSFULLY
- After the bank implemented a chatbot in its internal helpdesk, the workload of the helpdesk team has significantly eased. Now, the need to hire additional agents for the internal helpdesk has decreased. Currently, the chatbot can handle thousands of different question topics, further reducing the requirement for human agents. As a result, optimal cost efficiency has been achieved.
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