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Home / Case / The process automation project for intelligent customer service of the credit card center of a nationwide joint-stock bank

The process automation project for intelligent customer service of the credit card center of a nationwide joint-stock bank

Pain Points

The bank's customer service center had a huge business volume. Cross-department coordination was difficult in regard to business handling. The work order approval process was cumbersome. The progress of business processes could not be obtained in real time. Irregular operations often occurred. The manual entry of customer information constantly caused errors and omissions.

The bank had significant problems in the operation management of the team, such as long-term staff training, high operation cost, and low management efficiency. To meet the policy requirements of high-quality development and respond to the bank's need to reduce costs and increase efficiency, it is critically important to improve the bank's customer service center with the intelligent process automation technology.


Solution
We create the automated work order flow robot and callback robot using the RPA technology:
Based on the featured RPA technology, we create an automated work order flow robot by connecting the customer service system, work order system, and business system. This ensures the automatic flow of work orders despite the limitations imposed by interdepartmental operations. It also makes it possible for the bank to monitor operation status on the large RPA operation screen in real time and obtain business progress as needed.
We integrate the RPA technology with feature modules such as robot hub and intelligent outbound call to interconnect the customer service system, work order system, and business system. By leveraging a large amount of speech resources, we create the callback robot. The automatic callback robot basically eliminates the need for manual callbacks. In circumstances where speech scripts cannot be handled handle, the robot will automatically call human customer service to follow up and handle the situation.
We tap into the potential of the automatic work order flow robot and the automatic callback robot, detect business issues in processes, further explore the process, and use strengths to counteract weakness.
Achievements

Thanks to the two robots, the bank's customer service center has an easier and more reliable work process:

1. Higher efficiency

The process robot functions around the clock, demonstrating high work tolerance and high processing capacity during peak hours. According to bank statistics, the automated callback robot can make 1,200 calls per day, which is six times the workload of manual operation.

2. Lower operating costs

The 24/7 robot support service reduces labor costs. According to bank statistics, the process robot has saved more than RMB 10 million for the customer service center during the past six months since its launch.

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