NPCI to have chatbot
NPCI is proposing to implement a chatbot solution for all its current and future products. The prime objectives of the plan are to capture the Voice of the Customer (VOC) and to manage it more effectively. VOC may be either in the form of queries, complaints or feedback and these needs to be effectively captured and actioned upon. In addition, it is also proposing to implement a customer response management (CRM) tool with resources for managing the tool and for responding on all platforms, such as Facebook, Twitter, LinkedIn, YouTube, Google Playstore and App Store and other platforms on which NPCI is not present. It has sought proposals from service providers to undertake this task.