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From Ed Cable <>
Subject Customer Chat/Support Use Cases in Mobile and ONline Banking Apps
Date Sat, 17 Mar 2018 08:42:52 GMT
Hello all,

Part of the scope of a number of the GSOC projects we're exploring this
summer is a customer support/chat interface within the mobile banking and
online banking apps. We wanted to discuss potential use cases with the
community for feedback as this chat/support interface would be a part of
three GSOC projects - the mobile banking app, online banking app, and the
self-service admin portal.

>From the perspective of the client, the chat/customer support interface
would allow them to send asynchronous messages from a single view to all
support staff of the financial institution. From this single view, they
should also be able to see a full history of the chat. If a client has both
the online and mobile banking app, the it should be the same unified chat
view that is shared across both apps.

>From the perspective of the staff,
- The respective staff should get notified of incoming chat messages
(either if they're the assigned loan officer, an admin or a designated
support resource.
- All respective staff that get notified should be able to respond uniquely
as an individual but responses from all staff should be in the same
interface so it's like a one to many chat.
- Staff should receive these notifications and in the self-service admin
portal there should be a view for responding to incoming chat/support
- Al chat history should also be displayed in a new tab in the client
record so a fully history of communications can be viewed there.

Can the community please provide feedback on these use cases, Is this a
communication channel that your client base would actually utilize?

For the prospective GSOC aspirants, as discussed on the list, we need to
identify an open source tool that can be embedded in both the mobile and
web apps.

Raunak is going to be working on some mockups as well.


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