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Use caseUC0009

Know when a bank customer's chat has every fact needed

Bank customers give the facts a request needs in pieces, across a chat. This app reads the chat after every reply, keeps a checklist of what is still missing, and says whether to ask again or stop.

For contact center agentsCross-domain · Banking

Why it matters

Today's manual process, and the same job with the app

Chat agents at a bank, gathering the details for balance checks and money transfers before anything goes ahead.

✕Today's manual process

1Read the whole chat to see what the customer has already said.
2Check each detail against what the request needs: which account, how much, and to whom.
3Decide what to ask next, without asking twice for something already given.
4One missed detail and the request goes ahead looking complete, moving money on a value nobody confirmed.
Every detail tracked from memory

✓With the app

1The app reads the chat again after every customer reply.
2Each needed fact is shown as collected or still missing, with the value the customer gave.
3One decision each turn: ask again, naming the missing fact, or stop. Your agent asks the question.
4Nothing goes ahead half-filled: it says stop only when every needed fact is in.
Every detail tracked on screen, every turn

See it work

One real chat, as recorded, step by step

A customer asks for their balance without saying which account, then answers checking one turn later.

Know when a bank customer's chat has every fact neededReference appBuilt to be shaped to your process
  1. 1The customer asks for a balance without naming the account. A real chat, shown as recorded.
  2. 2Still missing the account type, the one fact a balance check needs.
  3. 3Ask again the decision for this turn, naming the missing fact.
  4. 4The customer answers checking, one turn after being asked which account.
  5. 5Collected checking, the value the customer gave for the one fact needed.
  6. 6Nothing further is needed every required fact is in, so the decision turns to stop.

For engineers

How it is built, and how we measured it

All fourteen steps of the build are written up, from the business case to running it in your own environment.

Kit overview →
0 of 298times it stopped with a fact missingmeasured in 06 Evals →
279 of 298right call on ask again or stopmeasured in 01 Business case →
305 of 311facts recorded correctly
3.1¢to check all 298 chat turnsmeasured in 07 Unit cost →

The build, step by step

14 steps

Make it yours

What you see is a reference app. We shape it to how you work.

Every part of it is built to change, and none of it means starting over.

Your rulesThe details each request must have before it goes ahead, from transfers to account changes.
Your recordsYour own chat transcripts, and the request types and fields your team already uses.
Your systemsYour chat platform or agent desk, with finished requests passed on to your banking systems.
Your screensThe checklist, field names and wording your agents already see.

Want this for your team?

Talk to us

We can run this on your own chat transcripts, with your own request rules, inside your environment.

Talk to us →
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