A leading indian private bank is using agent facing guided workflows extensively for multiple use cases to improve agent efficiency and reduce average handling time of cases. Here are some key uses cases that were covered via guided workflow:

1. Product specific journeys - Credit cards, Banking and loan

To help customers fulfill requests such as getting password protected statements and delivered to their email ids, reporting misuses or loss or damage of their cards and thus allowing them to block said card and issue them a new one simultaneously can all be catered via guided workflow

2. CQR (Complaint Query Request management system)

Helping the client to raise tickets through sprinklr using a maker-cheker concept. The maker makes the first level check and the checker finalizes the details and approved it to be sent to the CRM system using APIs.

3. Lead management

Helped agents take important information from potential customers (leads).

4. Opening deep linking SSO through GW

Allowing opening of clients SSO links with the relevant information also getting transferred (deep linking) rather than agent having to fill the information again.

5. On call search and authentication

For a non authenticated call, the ability to search and authenticate a customer using their phone number, email id or even their linked cards and accounts.