Automated agent handoff for banking customer support
Shifting from contact centers to customer care platforms and
implementing the intelligent routing of customer requests between
digital and assisted channels can yield a profitability boost of up to
15% for retail banks. - BCG
AI-powered digital assistants have transformed the customer service
landscape in the Banking & financial sector, helping cut down overall
customer support costs including agent costs, call center charges, etc.,
with service automation and online interactions. However, digitization
comes with few concerns of its own.
How to resolve complex issues which need human intervention? How can
virtual assistants and human agents work together seamlessly without
breaking the customer journey?
Human Hand-off is a feature in which the conversation from the bot is
transferred to the live agent enabling the customer to interact directly
with an agent to resolve complex issues. In order to make handoff occur
proactively without disrupting the customer experience, it is important
that the digital assistants know when to hand over a conversation to an
agent.
BankBuddy’s Agent Handoff module leverages a combination of AI, advanced
analytics, and intelligent chat routing to automate bot-to-agent
handoff. The AI chatbots & virtual assistants are trained to
automatically trigger human hand-off in the following scenarios and
enable AI + human service across channels & languages.
Request-based
When the customer asks to be directly connected with a live agent, the
conversation is seamlessly transferred to an agent, who is equipped with
the context to ensure quick issue resolution, thereby increasing FCR.
Sentiment-based
Using AI-based sentiment analysis, the virtual assistant can analyze
user sentiments and modify responses accordingly. If a customer is
getting angry or frustrated, the machine learning & NLP models easily
recognize the negative intents and offer the customer an option to
connect with a live agent. This ensures the customer’s concern is
proactively addressed, resulting in optimum satisfaction levels while
preventing potential churn.
Priority-based
BankBuddy’s composite AI platform uses a multi-dimensional approach to
analyze past customer interactions and dynamic attributes to proactively
identify at-risk or priority customers - for example, customers with
blocked cards, inactive accounts, high-value customers, etc. Agent
handoff is proactively triggered for these priority customers to ensure
quick resolution and avoid negative customer experiences.
Fall-back option
In case of unidentified intents or complex queries that require human
intervention, the conversation is proactively transferred to an agent,
ensuring the customer journey is complete.
Real-time chat routing
To achieve maximum efficiency in customer service, the bot-to-agent
hand-off is incorporated with chat routing options. Chat routing can be
customized based on the business requirement and use case.
Round-robin routing: The hand-off requests from the digital
assistants are distributed across a group of live agents. The request is
forwarded to each agent in turn until an available agent accepts it.
Language-based routing: Agents are assigned based on the language
preference of the customer. This eliminates language barriers as a
reason for poor call resolution or low customer satisfaction.
Skill-based routing: Bot to the agent conversations are assigned
based on an agent's skill set and domain knowledge – for example, agents
who are experts with home loans, credit cards, or Fixed deposits. This
helps in quick issue resolution and increased FCR rates while improving
overall service efficiency.
Agent assist console
The BankBuddy’s agent-assist module helps hand over the conversation to
live agents, seamlessly and contextually, so there is no need for the
customers to repeat their issue when an agent is brought in to help,
thereby reducing the time taken for resolution.
Canned responses: The agent is also provided with templatized
responses for common issues, helping reduce response times and ensure
quick issue resolution.
Action recommendations: The agent is assisted with actionable
recommendations using AI to help him resolve the issue based on the
customer persona and behavior. This also includes personalized upsell
cross-sell recommendations and offers, helping boost revenue generation.
Handoff analytics: The agent assist console comes with inbuilt
dashboards, real-time analytics, live stats & reports to help
supervisors and agents monitor their KPIs & customer service metrics.
Reduce your cost to serve up to 60% and increase FCR rates with
automated AI + Human service. Connect with us for a personalized demo!
Read more about how digital liveness detection is done during eKYC
process https://bankbuddy.ai/eKYC-for-banking-customers