DEVELOPMENT OF RAPID RESPONSE VIRTUAL AGENT FOR MAJOR BANK USING ANGULAR, AND NODEJS
In the wake of the COVID-19 outbreak, the customer, one of the largest U.S. financial services companies, began issuing a prepaid debit card to eligible customers at the request of the state agency for providing benefits to citizens.
One of the biggest U.S. financial services businesses, started distributing prepaid debit cards to qualified clients after the COVID-19 outbreak. However, their contact centres started to get a lot of calls about the perks card. As a result of the lengthy waits, many discussions were stopped or placed on pause. The frequently changing COVID-19 scenario also resulted in inconsistent replies from their human agents. The very high challenges were;
- The customer’s environment did not support Google Sheets as a CMS.
- Dialogflow Messenger’s lack of “Out of Box” customization possibilities
- Conflicting intentions as a result of similar language
Within 45 days of deployment, the virtual agents successfully managed over 500 000 interactions.
By working with the software development business Jaiinfoway, the customer was able to receive advantages such as;
- Handled 12.5K contacts per day, which reduced the number of live agent call volumes.
- Instantaneous (0.5 seconds) and 79% successful response to user requests
When the project was finished, the client was extremely happy with the performance and outcome.
By identifying diseases and issues early on, the issue was resolved by reducing the possibility that patients would need emergency care.
The jai infoway team understood our needs very well, and it was a wonderful experience. They were also very communicative and focused on the details. Every expectation we had was surpassed by jai infoway.
Industry - : Banking
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