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
Deep Dive into various Facets of Newgen’s Retail Service Request Management (SRM) Solution
Account Servicing
Enable seamless account servicing with AI-driven automation, omnichannel self-service, and real-time tracking. Automate requests like account updates, fee adjustments, and compliance checks, ensuring faster resolutions and enhanced customer satisfaction.
Loan Servicing
Optimize loan servicing with automated workflows, dynamic restructuring, and integrated core banking. Handle repayments, modifications, and multi-request processing efficiently while ensuring SLA adherence and regulatory compliance.
Card Servicing
Streamline card servicing with instant dispute resolution, fraud detection, and real-time credit limit adjustments. Leverage AI-driven decisioning for seamless card replacements, upgrades, and transaction monitoring, improving security and user experience.
Transactional Banking
Automate queries, ensure compliance, enhance visibility, and accelerate resolution through intelligent workflows, omnichannel access, and real-time tracking by leveraging AI.
Teller Automation
Speed up transactions, reduce manual errors, ensure compliance, and enhance customer experience with AI-powered workflows and real-time integration across core banking systems.
Account Servicing
Enable seamless account servicing with AI-driven automation, omnichannel self-service, and real-time tracking. Automate requests like account updates, fee adjustments, and compliance checks, ensuring faster resolutions and enhanced customer satisfaction.
Loan Servicing
Optimize loan servicing with automated workflows, dynamic restructuring, and integrated core banking. Handle repayments, modifications, and multi-request processing efficiently while ensuring SLA adherence and regulatory compliance.
Card Servicing
Streamline card servicing with instant dispute resolution, fraud detection, and real-time credit limit adjustments. Leverage AI-driven decisioning for seamless card replacements, upgrades, and transaction monitoring, improving security and user experience.
Transactional Banking
Automate queries, ensure compliance, enhance visibility, and accelerate resolution through intelligent workflows, omnichannel access, and real-time tracking by leveraging AI.
Teller Automation
Speed up transactions, reduce manual errors, ensure compliance, and enhance customer experience with AI-powered workflows and real-time integration across core banking systems.
Benefits of Newgen’s Financial Service Request Management Solution
Comprehensive Loan Service Request Handling
Leverage deep domain expertise to manage 70+ loan service requests, including restructuring, partial payments, and address changes, ensuring seamless customer support and operational efficiency.
Omnichannel Accessibility & Dynamic Workflow Automation
A unified customer portal enables authenticated access to loan service requests via online banking, while a powerful configurator allows instant creation or modification of request workflows.
Seamless Core Banking Integration & SLA Adherence
Effortlessly integrate with core banking and third-party systems to fulfil service requests without data re-entry. Automated SLA tracking with reports and alerts ensures timely resolution and compliance.
Real-Time Visibility & Multi-Request Processing
Handle multiple service requests per loan within the same workflow, while real-time dashboards provide executive management with actionable insights for faster decision-making.
Comprehensive Loan Service Request Handling
Leverage deep domain expertise to manage 70+ loan service requests, including restructuring, partial payments, and address changes, ensuring seamless customer support and operational efficiency.
Omnichannel Accessibility & Dynamic Workflow Automation
A unified customer portal enables authenticated access to loan service requests via online banking, while a powerful configurator allows instant creation or modification of request workflows.
Seamless Core Banking Integration & SLA Adherence
Effortlessly integrate with core banking and third-party systems to fulfil service requests without data re-entry. Automated SLA tracking with reports and alerts ensures timely resolution and compliance.
Real-Time Visibility & Multi-Request Processing
Handle multiple service requests per loan within the same workflow, while real-time dashboards provide executive management with actionable insights for faster decision-making.
Explore Newgen’s Other Retail Banking Solution
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Frequently Asked Questions
It’s a low-code, cloud-enabled platform that automates and streamlines service request handling across banking departments- enhancing turnaround time, SLA compliance, and customer satisfaction.
It enables 50% faster turnaround and 90% quicker handling of subsequent requests through automation, straight-through processing (STP), and intuitive workflows.
The solution supports requests across retail banking, commercial banking, wealth management, and internal departments like HR, finance, and operations.
It offers omnichannel request initiation (mobile, portal, chatbot, branch, email), real-time notifications, and personalized dashboards, ensuring transparency and responsiveness.
Yes, using the low-code Service Request Configurator, business users can define workflows, validations, forms, and rules-without relying on IT teams.
It provides real-time tracking, automated escalations, and 360° dashboards to monitor request status, SLA breaches, and turnaround times.
GenAI enables automated workflow generation, case summarization, and suggestive solutions based on historical data-accelerating resolution and reducing manual effort.
It ensures secure handling of sensitive data, supports document compliance, and protects against unauthorized access with robust protocols.
Users can access prescriptive analytics, create custom reports using a report wizard, and view performance metrics across geographies and departments.
- 50% faster turnaround time
- 90% faster handling of repeat requests
- Improved SLA adherence
- Higher CSAT scores
- Empowered employees and smarter operations
