Home > Case Study > Faster and More Optimal Digital Banking Customer Service

Faster and More Optimal Digital Banking Customer Service

The implementation of chatbots on website channels and applications of digital banking institutions favored by millennials has proven effective in enhancing the performance of customer service.

INDUSTRY

Banking

SOLUTION

CXaaS

FUNCTION

Customer Service

SHARE CASE STUDY:

Company background

An innovative banking app provided by a popular digital bank among Indonesian millennials offers a convenient and secure solution for various customer activities, including saving, transactions, and money management. This revolutionary application allows users to effortlessly handle all their banking needs from the convenience of their smartphones. Going beyond traditional banking, this digital bank aims to harmonize users’ lifestyles and finances through a user-friendly approach.

Prior condition

The customer experiences delays in getting a response from the customer service agents.
Speed and effectiveness in responding to customer requests or questions are far from optimal.
If this issue is not addressed, it will undoubtedly impact customer perceptions and erode trust in digital banks.

Objectives to achieve

Assisting customer service agents in handling questions and requests that come through the website and application in a professional, timely and practical manner according to their customer preferences.

Implemented solutions

By deploying a chatbot solution on the chat-based channels of the digital bank’s website and mobile application, the majority of inquiries can be efficiently resolved directly by the chatbot, relieving customer service agents from unnecessary burdens.

AI Technology

Goals achieved successfully

The successful implementation of telemarketing channel was able to help market the company’s insurance products and gave a significant impact on the company.
KPSG becomes a trusted partner that provides the necessary ITO solutions to develop effective telemarketing channels.

84%

Chat that was successfully responded to by the bot

400.000+

Incoming Chat