Banking & Insurance
Gamification & Chatbot
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,…
