SMART AGENT IMPROVING CUSTOMER OUTCOME

 

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THE CLIENT

 

An American bank holding firm specializing in credit cards, auto loans, banking and saving accounts.

 

BUSINESS CHALLENGES

The client wanted to ensure that consumers, especially those facing adversity and potential harm, are treated with empathy and care by contact center agents, thereby facilitating good outcomes for their customers and meeting regulatory guidelines. Some of the challenges faced were -

  • Contact center agents finding difficulty in identifying consumer needs for appropriate intervention and help, leading to potential harm
  • Contact center agents providing inappropriate solutions to consumers, leading to sub-optimal outcomes

 

SOLUTION

 

Our AWS Cloud based solution leverages AWS API Gateway, AWS Lambda, S3 Bucket, Amazon Transcribe, Amazon Sagemaker, Amazon Cloudwatch, and Amazon SNS. The solution -

  • Leverages NLP to identify when a customer requires extra empathy, care, and support, and when other measures are more suitable
  • Classifies three conditions for non-payment of credit card dues, namely potential vulnerability, financial difficulty, and forgetfulness
  • Provides scores for all three measures through a lexicon-based analysis of contact center conversation transcripts, which can then be used to provide probing points to agents

 

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BENEFITS

  • Accurate identification of consumers needing extra care
  • Conformance to compliance policies of financial regulators
  • Improved financial outcomes for consumers facing adversity