Synapse Virtual Assistant
Synapse
Virtual Assistant
Date
2021 - 22
Role
Design Lead
Context
Our team addressed the challenge of high call volumes straining both Synapse and our clients' customer service resources by proactively enhancing the service experience for our end users.
Our team addressed the challenge of high call volumes straining both Synapse and our clients' customer service resources by proactively enhancing the service experience for our end users.
The Issue
Our initial review revealed that a complex, multi-stage process for handling end-user requests, primarily through phone servicing, resulted in slower response times and placed undue strain on clients.
Our initial review revealed that a complex, multi-stage process for handling end-user requests, primarily through phone servicing, resulted in slower response times and placed undue strain on clients.
We also revealed key insights:
people prioritize speedy problem resolution, show openness to non-call based service channels for minor issues, but prefer human interaction for complex matters.
We also revealed key insights:
people prioritize speedy problem resolution, show openness to non-call based service channels for minor issues, but prefer human interaction for complex matters.
The Issue
The support inquiry process was overly complex and multi-stepped causing delays and slow responses, compounded by no support available outside office hours.
The support inquiry process was overly complex and multi-stepped causing delays and slow responses, compounded by no support available outside office hours.
Hypothesis
To rapidly evaluate a potential solution, we launched a 'Virtual Assistant' feature within a chat service environment, providing users with immediate and 24/7 assistance.
To rapidly evaluate a potential solution, we launched a 'Virtual Assistant' feature within a chat service environment, providing users with immediate and 24/7 assistance.
Encouraged by the success of our initial approach, we further explored the concept and developed 'automated flows' of the most common inquiries to efficiently guide users step-by-step from start to end.
Encouraged by the success of our initial approach, we further explored the concept and developed 'automated flows' of the most common inquiries to efficiently guide users step-by-step from start to end.
High Level Keywords
During our in-depth exploration of the concept, we identified 4 key high-level keywords essential for delivering the optimal user experience.
During our in-depth exploration of the concept, we identified 4 key high-level keywords essential for delivering the optimal user experience.
The Vision
Enhance the speed and efficiency of the support inquiry process, ensuring rapid resolution, 24/7 accessibility, and personalized user guidance as a white label service.
Enhance the speed and efficiency of the support inquiry process, ensuring rapid resolution, 24/7 accessibility, and personalized user guidance as a white label service.
SWIFT
SWIFT
SWIFT
With the new system, users could bypass the wait for phone agents and get quicker responses.
With the new system, users could bypass the wait for phone agents and get quicker responses.
↑ Users gain fast access via Floating Action Button
↑ Users gain fast access via Floating Action Button
Realtime Queue Status →
Realtime Queue Status →
← After hours service FAQ
←
After hours service FAQ
By prioritizing chat as the main communication channel, agents could efficiently manage multiple tickets at once.
By prioritizing chat as the main communication channel, agents could efficiently manage multiple tickets at once.
VERSATILE
VERSATILE
VERSATILE
‘Automated flows’ streamline the user experience by guiding end users through most common inquiries, without requiring customer service agent involvement.
‘Automated flows’ streamline the user experience by guiding end users through most common inquiries, without requiring customer service agent involvement.
A specialized surface for encrypted data, providing an enhanced sense of security.
A specialized surface for encrypted data, providing an enhanced sense of security.
Synapse's clients could personalize the chat interface to align with their brand identity.
Synapse's clients could personalize the chat interface to align with their brand identity.
COLLABORATIVE
COLLABORATIVE
COLLABORATIVE
In a chat environment, agents could swiftly connect issues and request assistance for intricate decisions.
In a chat environment, agents could swiftly connect issues and request assistance for intricate decisions.
When inquiries needed client input, the information was swiftly relayed and seamlessly resolved for end-users.
When inquiries needed client input, the information was swiftly relayed and seamlessly resolved for end-users.
SCALABLE
SCALABLE
SCALABLE
To accommodate various client subscriptions to Synapse's products and services, we developed a platform enabling clients to effortlessly integrate different automated flows into their system with just a few clicks.
To accommodate various client subscriptions to Synapse's products and services, we developed a platform enabling clients to effortlessly integrate different automated flows into their system with just a few clicks.
Beyond chat servicing, our vision encompassed the introduction of automated services like Bank Logins, Card Services, and Bill Payments, with plans for a more comprehensive offering in the pipeline, ultimately enhancing the speed and quality of the servicing experience.
Beyond chat servicing, our vision encompassed the introduction of automated services like Bank Logins, Card Services, and Bill Payments, with plans for a more comprehensive offering in the pipeline, ultimately enhancing the speed and quality of the servicing experience.
Vision for the future
As we unveiled the beta version of our product to the public, we celebrated the achievement of our project's objectives with resounding success.
Our introduction of automated features not only significantly improved the user experience, lessening the burden on servicing teams at both Synapse and our client's end, but also laid the foundation for our clear vision of future products.
These forthcoming additions will transform our offering into a comprehensive suite, paving the way for a new era in online banking, delivering a vastly improved service to our end users.
As we unveiled the beta version of our product to the public, we celebrated the achievement of our project's objectives with resounding success.
Our introduction of automated features not only significantly improved the user experience, lessening the burden on servicing teams at both Synapse and our client's end, but also laid the foundation for our clear vision of future products.
These forthcoming additions will transform our offering into a comprehensive suite, paving the way for a new era in online banking, delivering a vastly improved service to our end users.