The bank's customer service chatbot was poorly optimised. Conversation flows broke, integration with internal systems was weak, and low NPS scores showed customers were frustrated.
What we built- A current-state assessment of the existing chatbot.
- An optimisation strategy targeting the bank's biggest pain points and easier management for business users.
- Redesigned conversation flows and deeper integration with core systems.
- A future-state architecture for scale.
- Higher customer satisfaction.
- More users completing their journeys.
- A chatbot that business teams can manage themselves.