NPCI to have chat­bot

Banking Frontiers - - Project Pipeline -

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.

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