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Digital interactive video consulting assistant for the service center of a local bank
Project duration: 6 months
Brief description
In the Customer Service Center area, the client's customers are to be better supported in the area of online banking, checking accounts and credit cards. The customer should be guided quickly and easily to their request by the assistant. The aim is to address customer's support demands. In addition to German, the solution is provided in Arabic, Croatian, English, French, Turkish and Ukrainian. At the end of the process, customers are redirected to respectively correct landing pages or matching hotline numbers. The digital video advice assistant is a web application and is provided as a Software as a Service (SaaS) application with hosting in Germany.
Supplement
The avatar-based consulting assistant is implemented as an Angular application with .Net backend and allows the creation of customizable consulting processes. In the project, PTA is responsible for project management and consulting for the consulting assistant. Furthermore, it supports the conception of a script and is responsible for the implementation of the requirements. For the runtime of the solution, PTA manages the SaaS operations based on containerized application building blocks that are managed via a Kubernetes cluster.
Subject description
The interactive digital video consulting assistant is designed so that the service provider can identify and advise its customers at any time. Forwarding and routing of customer requests to all channels is also possible interactively, i.e. for hotlines or chatbots. This allows to address specific inquiries and scheduling service appointments. A separate portal application allows business users access to anonymous usage data that allows to compare usages of individual parts compared to the overall use case. To support further analysis, this analytics data is also available for download as Excel export.
Overview
- Industries banking
- Specialist tasks financials, front-end design, project management, project manager, software development
- DV tasks standard software launch
- System environment Cloud Computing
- Procedure model agile software development
- Standard software NEXOVI
Project period16.10.2023 - 17.04.2024
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
Service
Industries
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