The third stage of the project for the automation of the contact center in the Housing Construction Savings Bank of Kazakhstan

About bank:

JSC "House Construction Savings Bank of Kazakhstan" (HCSBK) is the only bank in the country implementing the system of housing construction savings. The savings system is aimed at improving the living conditions of the population through attracting depositors' money to housing construction deposits and providing them with housing loans.

Project Description:

The Sanatel Consulting team has completed the implementation of the third stage of the project to automate the contact center at the Housing Construction Savings Bank of Kazakhstan. As part of this stage, a chatbot platform was implemented:

• Automated workplace of the supervisor - access to operator chats, reflection of chats in work, correspondence of operators, prompts to the operator during a chat with a client.
• Automated workplace of the operator - correspondence of operators with clients, file exchange, template responses, quoting, reflection of information about the client.
• Account statement - generation of a statement/certificate on clients' accounts by the bot, authorization via SMS token.
• Pre-qualification for a loan - passing the client's pre-qualification in the bot via the chatbot.
• Tracking the status of requests - providing clients in the bot with the status of consideration of the client's request, which is in the document management system.
• Chats in the mobile application - integration of the bot with the chat window inside the mobile application bank, websocket connection support (WSS).
• Chats on the real estate portal - bot integration with the chat window on the Baspana.kz portal, websocket connection support (WSS).
• Chats in social networks - bot integration with social networks Instagram, Facebook, Vkontakte.
• Chats in messengers - bot integration with WhatsApp, Telegram messengers.
• Button interface of the bot - implementation of the chat bot interface with buttons, in those channels that support buttons.
• Integration with data storage - to optimize the speed of work, reintegration of the platform with the bank's DWH, instead of requests to Colvir.
• Analytics - functionality for collecting statistics on client transitions in bot scenarios in all channels communications.
• Lead generation - the process of generating a Lead in the CRM system in the event of a client switching to a certain branch of the chatbot.
• Emergency message - in case of unavailability of the chatbot servers, sending a response to clients with an emergency text.
• Guaranteed message delivery - implementation of several attempts to deliver a message.