{"id":2651,"date":"2026-01-06T14:54:09","date_gmt":"2026-01-06T07:54:09","guid":{"rendered":"https:\/\/kpsg.sitespirit.co\/?post_type=case-study-post&#038;p=2651"},"modified":"2026-02-07T09:23:48","modified_gmt":"2026-02-07T02:23:48","slug":"digital-bank-customer-service","status":"publish","type":"case-study-post","link":"https:\/\/kpsg.com\/en\/case-study\/digital-bank-customer-service\/","title":{"rendered":"Faster and More Optimal Digital Banking Customer Service"},"excerpt":{"rendered":"<p>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.<\/p>","protected":false},"featured_media":5430,"template":"","meta":{"_acf_changed":false},"category-function-case-study":[34],"category-industry-case-study":[30],"solusi-case-study":[46],"class_list":["post-2651","case-study-post","type-case-study-post","status-publish","has-post-thumbnail","hentry","category-function-case-study-customer-service","category-industry-case-study-perbankan","solusi-case-study-cxaas"],"acf":{"konten_latar_belakang_perusahaan":"Sebuah bank digital yang populer di kalangan milenial Indonesia, memiliki aplikasi perbankan revolusioner yang membantu segala aktivitas nasabah seperti tabungan, transaksi, atau pengelolaan uang dengan cara yang sederhana, pintar, dan aman. Semua hal dapat dikelola dari satu tempat, langsung dari smartphone nasabah. Lebih dari bank konvensional, bank digital ini membantu pengguna mencapai sinergi antara kehidupan dan keuangan mereka dengan pendekatan yang mudah.","gambar_latar_belakang_perusahaan":4733,"konten_kondisi_sebelumnya":"<ul>\r\n \t<li>Nasabah mengalami keterlambatan dalam mendapatkan respon dari agen layanan nasabah.<\/li>\r\n \t<li>Kecepatan dan keefektifan dalam merespon permintaan atau pertanyaan nasabah belum optimal.<\/li>\r\n \t<li>Jika dibiarkan, hal ini tentu dapat mempengaruhi persepsi dan kepercayaan nasabah terhadap bank digital.<\/li>\r\n<\/ul>","konten_tujuan_yang_ingin_dicapai":"<ul>\r\n \t<li>Membantu agen layanan nasabah dalam menangani pertanyaan dan permintaan yang masuk melalui website dan aplikasi bank yang berkantor di Jakarta Pusat ini dengan profesional, tepat waktu, dan praktis sesuai preferensi nasabah mereka.<\/li>\r\n<\/ul>","pilih_format_field":"text","content_solusi_yang_diimplementasikan":"Solusi chatbot diimplementasikan pada kanal berbasis chat di website dan aplikasi mobile bank digital ini. Hasilnya, mayoritas pertanyaan dapat ditangani langsung oleh chatbot hingga tuntas, tanpa memberatkan agen layanan nasabah lagi.","solusi_yang_diberikan":[{"konten_solusi_yang_diberikan":"AI Technology"}],"solusi_yang_diimplementasikan":[{"konten_solusi":"<strong>AI Technology<\/strong>\r\n\r\nSolusi chatbot diimplementasikan pada kanal berbasis chat di website dan aplikasi mobile bank digital ini. Hasilnya, mayoritas pertanyaan dapat ditangani langsung oleh chatbot hingga tuntas, tanpa memberatkan agen layanan nasabah lagi."}],"gambar_solusi_yang_diimplementasikan":4734,"konten_tujuan_tercapai_dengan_sukses":"<ul>\r\n \t<li>Channel telemarketing yang dibangun mampu membantu memasarkan produk asuransi perusahaan dan mampu memberikan dampak yang signifikan bagi perusahaan.<\/li>\r\n \t<li>KPSG menjadi mitra tepercaya yang memberikan solusi ITO terbaik dalam membangun channel telemarketing.<\/li>\r\n<\/ul>","statistik_pencapaian":[{"angka_statistik":"84%","title_statistik":"Chat yang berhasil direspon oleh bot"},{"angka_statistik":"400.000+","title_statistik":"Chat yang Masuk"}]},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Layanan Nasabah Bank Digital Lebih Cepat dan Optimal - KPSG<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/kpsg.com\/en\/case-study\/digital-bank-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Layanan Nasabah Bank Digital Lebih Cepat dan Optimal - 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