WhatsApp Bot for Multiple Service Desk
Typically the banking industry receives a high volume of service tickets that requires swift routing and efficient categorization for instant resolution. Using WhatsApp bot at multiple service desks, banking leaders can seamlessly create a centralized customer-employee interaction
With a diverse workforce, the banking industry consists of white-collar employees and blue-collar employees. On one side, white-collar employees work within the confines of elegant office buildings, while on the other hand, blue-collar employees go to the streets as sales agents, document collectors, and KYC agents. These dedicated individuals are indeed the backbone of the banking industry, and offering consistent customer service without them is out of the question.
One of our banking customers was using four different service desks, each handling specific types of requests. When the banking CIO took feedback from employees, he got positive and negative feedback from his team. White collar workers, being tech-savvy and familiar with the inner workings of the bank, easily navigated to the right service desk when they encountered an issue. As a result, their problems were promptly resolved, leaving them satisfied with the support they received.
On the other hand, the blue-collar employees found themselves at a loss when trying to identify the appropriate service desk for their concerns. Confused and frustrated, they unwittingly raised all their issues at the wrong service desk, leading to a complete lack of resolution. This unfortunate situation resulted in a loss of trust in the system and a feeling of neglect among the blue-collar workforce.
Thankfully With a passion for finding innovative solutions to complex problems, when the CIO heard about the contrasting feedback from the employees, he recognized the urgent need for a transformative change. Determined to bridge the divide and provide an equitable support system for all employees, he devised a groundbreaking solution.
The CIO tasked his skilled team with building a WhatsApp bot that would seamlessly integrate with all four service desks using AutomationEdge’s hyperautomation platform. This smart bot would act as a virtual assistant, guiding users through the process of raising a request with ease and precision. By asking a series of pertinent questions, the bot would understand the nature of the issue and create a ticket at the right service desk, ensuring each request received the attention it deserved.
With a diverse workforce, the banking industry consists of white-collar employees and blue-collar employees. On one side, white-collar employees work within the confines of elegant office buildings, while on the other hand, blue-collar employees go to the streets as sales agents, document collectors, and KYC agents. These dedicated individuals are indeed the backbone of the banking industry, and offering consistent customer service without them is out of the question.
One of our banking customers was using four different service desks, each handling specific types of requests. When the banking CIO took feedback from employees, he got positive and negative feedback from his team. White collar workers, being tech-savvy and familiar with the inner workings of the bank, easily navigated to the right service desk when they encountered an issue. As a result, their problems were promptly resolved, leaving them satisfied with the support they received.
On the other hand, the blue-collar employees found themselves at a loss when trying to identify the appropriate service desk for their concerns. Confused and frustrated, they unwittingly raised all their issues at the wrong service desk, leading to a complete lack of resolution. This unfortunate situation resulted in a loss of trust in the system and a feeling of neglect among the blue-collar workforce.
Thankfully With a passion for finding innovative solutions to complex problems, when the CIO heard about the contrasting feedback from the employees, he recognized the urgent need for a transformative change. Determined to bridge the divide and provide an equitable support system for all employees, he devised a groundbreaking solution.
The CIO tasked his skilled team with building a WhatsApp bot that would seamlessly integrate with all four service desks using AutomationEdge’s hyperautomation platform. This smart bot would act as a virtual assistant, guiding users through the process of raising a request with ease and precision. By asking a series of pertinent questions, the bot would understand the nature of the issue and create a ticket at the right service desk, ensuring each request received the attention it deserved.
As days turned into weeks, the WhatsApp bot proved to be a game-changer for the bank’s support system. Using this WhatsApp bot, employees were also able to check the status of a ticket, no matter the number of service ticket requests they received. With the adoption of the Whatsapp bot, the number of resolved tickets skyrocketed exponentially, thanks to the bot’s efficient categorization and swift routing of requests. Employee satisfaction soared, and trust in the system was restored. Using the Automationdge WhatsApp bot solution, the banking leader was able to offer-
- Centralized employees- customer interaction
- Easy integration with existing channels
- Reduce complexity in understanding the service desk
- Instant response to the service ticket
So being a champion of digitization, it is evident that automation scope extends well beyond targeting easily achievable goals. And banking organizations have never shied away from adopting digitization. Whether it’s the use of electronic mediums for transactions or creating bots to answer FAQs. Thus, it is undeniable that technology is shaping the future of banking, and the upcoming era of banking leaders embracing a harmonious relationship between humans and technology is fast approaching.
