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CASE STUDY OF A LEADING DIGITAL BANK

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.

ACCESSIBLE CUSTOMER SERVICE 24/7, JUST A TOUCH OF A FINGER

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

  • By incorporating chatbots, a remarkable 84% of the 400,000 incoming chat messages were effectively handled by the automated bots. This exemplifies the efficacy of chatbots in promptly addressing customer inquiries and requests.
  • The workload for customer service agents in addressing repetitive questions has significantly decreased.

84%

Chat that was successfully responded to by the bot

400.000+

Incoming Chat

TESTIMONIAL FROM BANK MAYAPADA

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KPSG Group is ready to assist operational transformation in your company with innovative business platforms and operations.

CONTACT US NOW!

KPSG Group is ready to assist operational transformation in your company with innovative business platforms and operations.