Enabling a seamless digital-first customer service experience for corporate banking customers

BSG partnered with a leading South African corporate bank to define requirements for implementation of a Virtual Assistant (VA) self-service solution

overview of the clients needs
  • Identify, then evaluate UX and technology gaps based on a prototype VA solution delivered during a Proof of Concept (PoC) project
  • Test UX look and feel, as well as business need across six countries in the Africa Region
  • Design a to-be technical solution blueprint to guide future implementation of the interactive VA platform solution
  • Define a clear roadmap, including budget estimations for implementation
  • Assess features identified during PoC for business fit, in-country user experience preferences and technology needs
  • Assess the business and technology landscapes across six Africa Region countries to understand the desire for a VA solution and technology readiness
  • Identify short comings of the technology landscape across selected geographies
  • Conduct usability testing to understand and validate insights for the prioritised features 
  • Design a technology solution blueprint to drive business value through cost-reduction and enhance customer value 
  • Define an implementation roadmap that considers resourcing, effort and costs to achieve a working VA solution 
  • Enabled future digital advancements for the Bank
  • Enabled a cloud-based solution with increased flexibility, efficiency and the opportunity to deploy on any channel 
  • Automated simple customer queries, resulting in customers spending less time waiting for responses to common queries
  • Reduced load on the frontline as fewer cases are logged for service agents to resolve 
  • Service agents can devote more time to complex queries
  • Ability to unlock insights from the data to create the right customer service experience, measured through the annual customer survey
Digital First Customer Experience Abridged

Insight-led solution design and implementation plan to improve customer experience for corporate banking customers

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