CITI BOT SCRIPTS
Citi’s virtual assistant chats with customers when they have questions about banking, and tries to connect them to the information they need (on browser or app). Citi Bot guides customers to self-service, saving time and money by reducing calls for customer service representatives.
Ask
When customers want a replacement card, how might Citi Bot nudge them to clarify their reasons to receive the right answers?
Solution
Use a disambiguation menu as a catch-all to find out why customer wants a replacement card. Once they make a selection, provide step-by-step details without overwhelming the customer with information. Next, provide another menu to anticipate other questions customers may have, and to keep customers contained longer in the experience.
Process
Gathered information on why people want to replace card.
Reviewed questions/menu options with product and ACD copy.
Wrote 3 bot responses per question.
Send to legal & compliance for approval.
Routing Number Flow
Before
Routing Number Flow
After
The Challenge
Currently, when the customer asks to see their routing number, account number or SWIFT code, they have to answer many questions before Citi Bot answers their questions.
Testing results show that customers have abandoned the experience before completion.
The Solution
Redesign the current conversation for all three flows so that. customers can easily access what they request.
Provide several Bot responses for each flow so that the experience feels natural and not repetitive.
