Agentic Customer Journeys for Banks
GenAI-powered Intelligent Service Request Management for Retail Banks
Deliver seamless Service Request Management with AI-driven automation, omnichannel support, and real-time tracking. Streamline ticket resolution, reduce manual effort and errors, ensure compliance, and enhance customer satisfaction through intelligent workflows, sentiment analysis, and a centralized, knowledge-powered response engine.
“Newgen’s Service Request Management solution has enhanced our bank’s efficiency by over 60%. The AI-driven prioritization has improved request handling capacity by 35%.”
Head of Customer Service, Top Global Bank
Key Features of Newgen’s Agentic Journeys for Service Request Management
Omnichannel Customer Engagement
Enable Omnichannel customer interaction through customer portal, as well as through chat, email, SMS, computer telephony integration, and branch walk-in for service request raising and monitoring.
Conversational AI for Self-Service Request
Newgen offers seamless integration of request management back-office systems with customer self-service portal for request raising, status check and search capabilities for customers by leveraging conversational Gen AI.
Gen AI-enabled Customer Case Management
Newgen offers end-to-end management of all customer queries, requests, and complaints, from initial interaction to case resolution, by leveraging AI and offers insights into work steps, turnaround times, approvals and case summarization by Gen AI.
Customer Feedback and Surveys
Capture customer feedback on the portal, track and listen to customer views on key social media using AI-driven social listening, create and administer surveys, and generate reports for feedback monitoring.
Knowledge Repository Management
Newgen provides a continuously evolving knowledge repository to enable customer service agents to tackle queries. The repository contains original articles and content created by subject-matter experts and approved for use, constantly updated.
Omnichannel Customer Engagement
Enable Omnichannel customer interaction through customer portal, as well as through chat, email, SMS, computer telephony integration, and branch walk-in for service request raising and monitoring.
Conversational AI for Self-Service Request
Newgen offers seamless integration of request management back-office systems with customer self-service portal for request raising, status check and search capabilities for customers by leveraging conversational Gen AI.
Gen AI-enabled Customer Case Management
Newgen offers end-to-end management of all customer queries, requests, and complaints, from initial interaction to case resolution, by leveraging AI and offers insights into work steps, turnaround times, approvals and case summarization by Gen AI.
Customer Feedback and Surveys
Capture customer feedback on the portal, track and listen to customer views on key social media using AI-driven social listening, create and administer surveys, and generate reports for feedback monitoring.
Knowledge Repository Management
Newgen provides a continuously evolving knowledge repository to enable customer service agents to tackle queries. The repository contains original articles and content created by subject-matter experts and approved for use, constantly updated.
Customers
Prebuilt Connectors & APIs
