Integrated Support for a High—Growth e-Wallet

INTERNAL HELPDESK | FINANCIAL SERVICES (FINTECH) LIVE CHAT | APP | CLOUD

 

THE CHALLENGE

Boost, a high-growth Malaysian e-wallet, needed to deliver an exceptional experience to customers and merchants while managing the stringent regulatory requirements imposed by the Central Bank of Malaysia.

THE ANALYSIS

To deliver the best omnichannel experience to Boost, Everise DX had to understand not just the need of the customers but the needs of call agents who would require key information to draw insights from, when interacting with customers.

THE FINDINGS

Integrated with a chatbot feature, the advisory team found designing a visual information delivery mechanism was the fastest way for agents to help customers.

THE SOLUTION

Everise DX partnered with its sister company, Globee, to deliver an effective Human + Bot, Blended AI Solution enabling first-level support to be handled by Hyperlab’s Bot Platform, before escalating to a live chat agent who can support pressing and complex matters. The teams were also trained extensively on financial services policies and procedures for high Quality Assurance.

Hyperlab also delivered an integrated Business Intelligence Dashboard, combining data points from multiple sources that is able to monitor both bot and human performance.

THE RESULTS

In the first 90 days, the Human part of the solution achieved the following, while the Bot is being deployed in Phase 2.

  • 80% of calls answered within 20 seconds
  • < 5% call abandonment rate
  • On-time case management and outbound call processing
  • Real-time predictive actions via chatbot in phase 2