Overview
Call Center Automation through AIPB (Automated Intelligent Phone Banking) enhances voice channel capabilities for both informational and transactional experiences. Additionally, SMS capability allows the dissemination of necessary information to members.
Product Features
AIPB offers two main categories of experiences:
1. Routing Number
2. Branch Hours
3. ATM/Branch Locations
4. Loan Application
5. Open an Account
6. Schedule an Appointment
7. Rates
8. Dial an Extension
9. Online Statements
10. Register for Online Banking
Transactional Experiences
1. Account Balance
2. Transaction History
3. Money Transfer
4. Deposit Status
5. Credit Card/Loan Payment
6. Loan Due
7. Update Account Information
8. Reset Online Banking Password
Call Routing
Call routing ensures calls are directed to the Intelligent Virtual Assistant (IVA) from member-facing numbers of the Financial Institution (FI). This is a mandatory feature with two available call routing options:
Porting to Twilio: FI provides details to Interface, which uploads them to the Twilio Portal. This method is cost-effective.
PSTN Call Forwarding: FI enables call forwarding to the production number provided by Interface.
APT and Analytics
The analytics tool offers comprehensive insights into call analysis for the AIPB product. It includes tools for examining member conversations, call metrics, and identifying areas for improvement. The complete guide is included in the product's analytics documentation.
Test Scripts
Test scripts are provided as part of the User Acceptance Testing (UAT) handover activity. Sample test scripts are included in the test documentation.
Call Center Integration
Integration options are available with third-party call centers. This integration allows agents to access conversation history when handling calls transferred through IVA. Clients can choose from three integration options based on their needs.