Customer Service process automation for Mortgage Servicing

Customer Service

There are multiple requests that are serviced each day by the Mortgage customer support team.
At least 30% of these are information requested on the current mortgage.
The bank decided to automate responses to two of the most common requests received viz. Statement Request and Last EMI paid details requests.

Bot receives request for statement from a customer.
Bot logs into to the mortgage systems using credentials.
Navigates through multiple web pages to arrive at the statement generation UI.
Bot updates the relevant information in the fields and generates the statement.
Bot downloads the statement and replies to the customer email attaching the downloaded statement as requested.

Time-savings of 30% per FTE on an average.
Fulltime employees were reassigned to higher-value tasks.
Increased customer satisfaction.

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