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Context

A company from the financial sector wants to become a leader in digital innovation and increase its customer satisfaction to a 95% rate

Objectives

  • Digital innovations: development of a chatbot for credit cards, accessible via Messenger first and then via other channels
     
  • Customer satisfaction: development of a gaming solution for the contact center


Our Approach


Digital innovations:​
  • Understanding of the NLP system​
  • learning of the flows building tool​
  • Analyze the Business requirements et translate in IT requirements​
  • Construction of flows in the chatbot tool​

 

Gaming tool for the contact center​
  • Definition of RFP process - choice of the vendor - definition of the needs for a POC​
  • Analyze and challenge the business requirements against the wanted KPI​
  • Analyze the AS IS situation: Which KPI, what are the data sources,... ​