Large UK Bank
Robotize customer interaction from digital advice to completion
A large UK Bank selected Be Informed to improve customer journeys from digital advice to completion. The bank set out to radically improve online customer experience for all its products and services.
Treat every customer as an individual and provide them with contextualized customer journeys: personalized advice, customized financial products and a completion process tailored to the specific situation at hand. Robotizing customer interaction to a large extent was seen as the solution to improve customer convenience and the quality and consistency of the advice, while reducing costs and ensuring compliance with legal requirements for selling financial products.
As a first process the bank selected the online provisioning of mortgages. Be Informed developed a robotic process application that sits as an overlay application on top of the bank’s existing IT systems. The application combines rich customer contexts (current customer holdings and preferences, past customer interactions and external customer information) with an elaborate product ontology and business rules to provide customers with personalized advice, products and services. Online completion of the mortgage process is efficient as the application only executes the relevant actions (credit, risk assessments, value determination, etc.) for the specific situation at hand.