In this whitepaper we address a variety of use cases that are most common among financial institutions and how they can be transformed through the applied use of digitization and automation, to deliver quality customer experiences.

Such use cases include;

• Onboarding new customers
• Loan applications
• View account balances
• Conduct transactions
• Authentication
• Pin recovery’
• Opening an investment account

Each of these use cases have been distinguished as a self-service or a collaboration session.  The self-service sessions are applied to relatively routine customer service activities that customers can complete independently. The collaboration sessions are applied to more complex activities that require the support of a human agent in order to be successfully resolved.

The following use cases demonstrate that a well designed customer experience platform not only remedies existing customer service challenges, but supports growth opportunities through imbuing interactions with added value.