Challenge
Bank customer service representatives often encounter case types that vary widely in complexity and frequency. High-volume, routine inquiries like credit card maintenance must be handled quickly and accurately, while low-volume, rare case types—such as lien releases or courtesy pay adjustments—can lead to inefficiencies. For these less common cases, agents may lack familiarity with the steps required, prompting them to interrupt branch managers or escalate the issue unnecessarily. This disrupts workflows, delays resolutions, and increases customer frustration.

Solution with Co-Pilot
Co-Pilot equips bank customer service teams with real-time, in-context guidance to navigate both routine and rare case types confidently and efficiently.

1. Efficient Handling of High-Volume Case Types
   For cases like credit card maintenance (e.g., loan adjustments or account closures), Co-Pilot delivers standardized guidance directly to the agent's workspace.

   • Dynamic Scripts: Step-by-step instructions for common processes ensure accuracy.

   • Integrated Updates: As policies or procedures change, agents receive real-time updates embedded within relevant records, minimizing errors and the need for retraining.

2. Streamlined Support for Rare and Complex Cases
   Rare inquiries, such as lien releases or courtesy pay adjustments, are supported through targeted guidance triggered by case type and context.

   • Contextual Pop-Ups: Agents are provided with precise instructions to resolve infrequent issues without involving supervisors.

   • Minimized Disruptions: Reduces reliance on branch managers or other resources, freeing them to focus on their own responsibilities.

3. Real-Time Knowledge Sharing
   Co-Pilot fosters a culture of continuous improvement by capturing and distributing best practices:

   • Centralized Knowledge Repository: Lessons from resolved cases feed into Co-Pilot’s workflows, ensuring even new agents can quickly adapt to rare scenarios.

   • Evolving Guidance: Updates to processes or policies are instantly reflected in Co-Pilot, keeping agents aligned with the latest protocols.

4. Enhanced Customer Experience
   By empowering agents to resolve cases independently and efficiently, Co-Pilot helps banks:

   • Improve case resolution times.

   • Reduce escalation rates.

   • Deliver a consistent and professional customer experience.

Example Scenarios

• Routine Case: A customer calls to add an authorized user to a credit card. Co-Pilot presents a checklist and scripting for verifying identity, collecting required information, and updating the account—all tailored to meet compliance standards.

• Rare Case: An agent receives a request to release a lien. Co-Pilot surfaces the specific steps, required documentation, and escalation thresholds directly in the case record, ensuring smooth resolution without additional oversight.

Key Benefits for Bank Customer Service Teams

• Scalability: Supports both high-volume, routine processes and rare, complex cases with equal efficiency.

• Reduced Training Costs: Enables new agents to handle inquiries confidently without extended onboarding or frequent manual intervention.

• Operational Continuity: Eliminates downtime by delivering real-time updates and process changes directly into the agent's workflow.

Conclusion
Co-Pilot revolutionizes bank customer service by providing real-time, targeted guidance for a wide range of case types. Whether addressing routine or complex scenarios, Co-Pilot empowers agents to deliver faster resolutions, reduces dependence on other resources, and enhances overall customer satisfaction.

Sample Workflow Rule Conditions

Workflow Rule: Trigger Guidance for Rare or Complex Case Types

This workflow rule automatically triggers Co-Pilot guidance for agents handling rare or complex case types based on specific criteria.

1. Rule Name: Trigger_Guidance_Rare_Case

2. Evaluation Criteria: Created, and every time it’s edited to meet criteria.

3. Rule Criteria:

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   Copy code

   Case Type = 'Lien Release' OR Case Type = 'Courtesy Pay Adjustment' OR Case Type = 'Fraud Investigation' OR Case Complexity = 'High'

4. Actions:

   • Immediate Actions:

     • Field Update: Set the Co-Pilot Guidance Trigger field to True.

     • Outbound Message: Send a notification to Co-Pilot API to surface the relevant guidance.

   • Time-Dependent Actions:

     • Reminder Email: If the case remains open after 48 hours, send a follow-up to the assigned agent and supervisor.

Sample Guide for a Complex Bank Inquiry

Case Type: Fraud Investigation

Scenario: Unauthorized transactions on their checking account.

Step-by-Step Guidance:

1. Verify Customer Identity

   • Confirm name, account number, and recent activity.

   • Authenticate via 2-factor verification.

2. Gather Case Details

   • Use pre-defined script:

     "Can you confirm the date and amount of the transaction? Were you traveling during this time?"

   • Record suspicious transactions in the "Fraudulent Transactions" section.

3. Review Account Activity

   • Check for additional unauthorized transactions.

   • Look for patterns indicating a potential security breach.

4. Take Immediate Action

   • Freeze the account to prevent further fraudulent transactions.

   • Issue a new debit card or account number, as applicable.

5. Document and Escalate

   • Attach a detailed report in the case record.

   • Escalate to the Fraud Resolution team for further investigation.

6. Follow-Up

   • Inform the customer of the next steps, including timelines for resolution and reimbursement.

Sample Guide for a Rare Case

Case Type: Lien Release

Scenario: A customer has paid off their auto loan and requests a lien release for their vehicle.

Step-by-Step Guidance:

1. Verify Loan Details

   • Confirm the loan is fully paid off.

   • Ensure no outstanding fees or penalties remain.

2. Locate Lien Documentation

   • Access the "Loan Management System" to retrieve lien information.

   • Ensure the title document is updated to reflect the lien release.

3. Prepare and Send Release Documentation

   • Generate a Lien Release Form using the pre-filled template.

   • Verify details such as VIN, vehicle owner name, and account number.

4. Notify the Customer

   • Provide clear instructions on how to submit the lien release to their state’s DMV.

   • If applicable, offer digital and physical delivery options.

5. Close the Case

   • Confirm the release document has been sent.

   • Mark the case as resolved and attach a copy of the lien release to the case record.

Pro Tip: Add a note to the case record specifying the DMV state requirements for lien processing if they vary. Then use the email template named “DMV state requirements for lien processing“ to send the proper details to this customer.