Providing Employee Support Around the Clock
Case Study of a State-Owned Bank
Discover how ARSI Smartbot helps a state-owned bank to provide the best Employee Experience for all of its employees.
Company Background
A state-owned bank that specializes in microfinance services, provides banking services to people across Indonesia. With operations extending to many remote areas throughout the country, this bank naturally has a significant number of employees.
Prior Condition
Prior to this, the bank relied on live agents for their helpdesk operations.
There was a considerable number of questions and support requests coming from various bank employees.
As the volume of incoming inquiries increased, live agents were no longer able to provide optimal service.
As a result, employee performance declined, negatively affecting the quality of service provided to customers.
Objective to be achieved
Assisting live agents in addressing the requests and questions raised by employees.
Workload Diverted to the Chatbot
The chatbot is integrated into the WhatsApp channel and internal web portal to provide easy access for employees looking to submit their inquiries to the internal helpdesk.
ARSI Smartbot
Objectives Achieved Successfully
Live agents’ workload has been shifted to the chatbot, especially for frequently asked questions (FAQ).
With the chatbot in place, employees can receive prompt answers to their questions without long waiting times.
Currently, more than half of the FAQs have been trained into the chatbot, enabling it to respond to a greater range of questions.
Ultimately, the need to increase the number of live agents can be reduced.
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