2. Traditional Customer Service Experience
You dial in.
You hear music.
You hear more music.
You are asked to make a numeric
choice.You hear music.
You make one more choice.
You hear music.
You hear more music.
You learn that all agents are busy.
You hear music.
You are asked to "hold the line".
How can we
Improve this?
Frustrated
3.
4.
5. Changing demands across Industry & the significance of Digitization
As Digital Innovation is speeding ahead, the organizations are focused on shifting to a “ Digital One Office”
Industry Challenges
Regulatory
Changes
Compliance
Talents [Domain
Expertise]
Cost Escalation
Retention of
clients
Seasonal
Workload
Quality
Digital
Innovation
Digitally
Driven One Office
Data Input
Capture Data in a Structured
Format
Front
Ware
Digital Technology
1. Chat Bot
2. OCR /ICR
3. IoT Devices
4. Mobile App
5. KIOSK
6. Voice / Video Recognition
Data
Bridge
The Neural System
Middleware
Digital Spectrum [Platforms]
1. RPA
2. Machine Learning
3. Analytics
4. Cognitive & Artificial
Intelligence
Data Output
Incepting & Processing all Inputs
Back ware
Digital Data Management
1. Standardization
2. Optimization
3. Automation
4. Digitization
The Customer First Digital Office The Enabling Intelligent Mechanism
Process Functions
Work Flow Management
Monitoring
Reporting
7. Robotics maximizes the value of services to customers through Automation Technologies
Customer On boarding - Use of AI and Machine Learning, RPA to capture
KYC Documents and update Customer On boarding instead of Traditional Forms
being filled up Manually
Loan Application – Use of Analytics to help Pre approved Loans, Targeted
loans products and limits for Customers using AI and Analytics. OCR enables
validation of requests based on supporting documents
Quotations – Chat Bots and RPA can now prepare and email Quotations for
Insurance Policy. Natural language processing enables identification of Intent for
a Service Request for Insurance Policy Administration
Customer Service Request – new AI Channels like Chat Bots and Voice
Bots to respond 24/7.
Back Office Operations – RPA is being used extensively for various
recurring tasks to enhance the speed & accuracy of processing.
9. DISCOVER SERVICES PROVIDE RECOMMENDATIONS
CALCULATE/PAY PREMIUM
The users can effortlessly estimate the Premiums,
Insurance Eligibility criterion over chat. Chatbots
can answer and if not can redirect to human beings.
Learns from the experience.
SET UPDATES / REMINDERS
The users can track the Dates to fill premium of their
insurances through instant reminders
Helps users figure out the optimal Insurance
plan via recommendation
E.g.: “ Suggest me a cheapest Health Insurance ”
Discover services (Insurances) offered by
just chatting in free text.
E.g., “ I’m looking for a Health Insurance ”
IN-DEPTH COMPARISIONS
Helps users figure compare and contrast the various options
available on the platform based on the attributes provided.
E.g.: “ Compare by plans (Silver, Silver Plus, Gold, Platinum
and Senior Plan) etc.”
A Glimpse of the Services on Chat
10. USE Case: Retail Banking Customer On-boarding Process – Pre & Post RPA
AS-IS
Scenario
TO-BE
Scenario
AHT = 13 Min
AHT = 2.5 Min
DBS DBS
DBS DBS
We're evolving to an era where organizations are shifting to more Digital practices to be competent in the market place. Everything about the digital organization is about enabling resources with intelligent mechanism to integrate & automate data across channels and creating the digital customer experience and an intelligent, single office
