Customer Service process automation for Mortgage Servicing

Customer Service

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

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

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

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