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shape retail_banking

Omnichannel  Bot to
Agent handoff

Inform, Serve, Personalize, Delight

AI for automated
human handoff

In the experience economy, customers expect a seamless blend of digital banking and proactive human assistance. BankBuddy Agent Assist helps automate bot to agent handoff with AI to create personalized digital banking experience.

BankBuddy leverages a combination of AI, advanced analytics and intelligent chat routing to provide seamless AI + human engagement with rich media interaction across all channels, contexts and languages while reducing cost to serve.

In built real time dashboards & analytics help you monitor KPIs & metrics to improve overall service efficiency and customer satisfaction scores by anticipating user behavior and optimizing agent & bot performance.

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Skill  based routing

Enable Chat routing based on agent’s skill sets & domain knowledge to increase FCR.


Automate agent handoff and initiate bot to agent transfer on any digital channel.

Agent Assist

Provide conversational context, history & customer profile to assist agents during handoff.

Handoff Analytics

Analyze customer behavior and track agent metrics with real-time analytics, reports & live stats.

Enhance CX with frictionless AI + Human service across channels & languages.


Frictionless agent handoff within the customer’s preferred channel.

Leverage pre-built omni-channel multilingual NLP chat & voice bots, flexible and secure customer journeys with a human in the loop.


Seamless Bot to Agent to Bot Handoff

Trigger handoff based on sentiment, status, priority and intents for seamless AI + Agent based engagement.


Intelligent Chat routing

Delight customers with relevant routing of  chats to agents based on language, skills, time, department for higher FCR.


Real time supervision

Monitor KPI’s with real time view of chats, agents & bot conversations for effective workforce management.



Flexible pre-built analytics for Bot performance, agent performance, agent productivity, customer behavior, & Goal completion.

Unified customer view

Unified customer view

Auto retrieval of chat history, internal notes, tags and open tickets for 360 degree customer view.

Omni channel

Omni channel

Connect web, mobile, messenger channels with single Agent interface for true omni channel engagement.

Rich Mediac

Rich Media

Leverage text, video, images, & documents for an immersive experience.



Mask sensitive data & PII for security and data privacy compliance.

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See how BankBuddy helps you personalize customer engagement & increase cross sell, upsell & conversion