The major distinctive feature of the project is the integration with a federal biometry system to identify a citizen of Kazakhstan prior to opening an account.
After the successful PoC project with 4 agents the Bank established a full-featured digital branch with 109 employees. 80% of them work at home which allows to decrease the operational costs even further.
- more than 100K video calls
- 50K new deposit deals
- 31K financial transactions
Use-cases
1. Live video call with video identification
Once the new client applied to open an account and provided all the necessary docs the bank manager sends him a unique URL for a video call needed to complete the procedure.
The client clicks the link and makes a video call to his manager. The manager identifies the client using the integration with biometry system. Once the security check is over the manager opens a new account and works with the client just as if they were in a regular bank office.
2. Pre-sales engagements
The RichCall widget is embedded into every page of the website allowing visitors to connect with an expert in one click. During the interactive video-enabled session an expert shows the client docs and graphs helping him to choose the right product.
3. Visual customer support
Just as a website visitor, a client can connect with the support team from his online banking app. The support engineer may request a co-browsing session with the client to see the issue and guide him towards its resolution.
Of course it affects sales and customer loyalty. First, a client doesn’t need to look for the contact details, dial the number and interact with IVR. Second, the co-browsing feature allows us to show how to work with Internet banking software and reduce the time to resolve.Erlan Abdykayev, the Director of Project Manegment Dept
