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
![objectives.jpg](/sites/default/files/styles/wide/public/2022-03/objectives.jpg.webp?itok=1iR5UM7Q)
Our Approach
![path_v_3.jpg](/sites/default/files/styles/wide/public/2022-03/path_v_3.jpg.webp?itok=zceI2syV)
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,...