Financial Institution Chatbot*

A banking chat experience to meet any customer's need effortlessly

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Group Bank is a top tier multinational banking and financial services corporation with over 26 million clients worldwide.

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The Opportunity

• Customers generally perceive the chat experience as falling short compared to in-person/phone

• Group Bank's customers don't trust that their problem can be solved over chat

• Chat experiences across the financial institution are inconsistent, skewing expectations

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The Ask

To design the foundation for the Group Bank's live agent chat experience that can be applied to all services, channels and lines of business, ensuring alignment.

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* This project has been modified with specific details and metrics removed in accordance with client Non-Disclosure Agreement guidelines.