Company background
A state-owned bank that specializes in microfinance services, provides banking services to people across Indonesia. With operations extending to many remote areas throughout the country, this bank naturally has a significant number of employees.
Prior condition
- Prior to this, the bank relied on live agents for their helpdesk operations.
- There was a considerable number of questions and support requests coming from various bank employees.
- As the volume of incoming inquiries increased, live agents were no longer able to provide optimal service.
- As a result, employee performance declined, negatively affecting the quality of service provided to customers.
Objectives to achieve
- Assisting live agents in addressing the requests and questions raised by employees.
Implemented solutions
The chatbot is integrated into the WhatsApp channel and internal web portal to provide easy access for employees looking to submit their inquiries to the internal helpdesk.
Goals achieved successfully
- Live agents’ workload has been shifted to the chatbot, especially for frequently asked questions (FAQ).
- With the chatbot in place, employees can receive prompt answers to their questions without long waiting times.
- Currently, more than half of the FAQs have been trained into the chatbot, enabling it to respond to a greater range of questions.
- Ultimately, the need to increase the number of live agents can be reduced.
