AskMAYA the Virtual Financial Advisor

• 

  Bank Portal for Back End users

• 

  NextGenDigital Bank Portal

• 

  Interaction with MAYA

Access to Content

For accessing the demo URL or Vimeo Link, you would need credentials. The credentials are hosted in the given Github repository and invitation has been sent to PegaCommunityHackathon@pega.com to access it. Please refer to the **ReadMe* document in GitHub for accessing all contents.*

Inspiration

In case of natural calamity (COVID19, IRMA etc) when the regular customer help desk is not working in it’s full capacity, with increased service requests for card disputes, institutions may find difficulty to provide the necessary support to their customers. This actually results into a long queue on phone channel for the stressed out customers and loss of faith to the bank. This actually inspired us to think for a digital solution which can help both customer and bank to tackle such situations

What it does

“AskMAYA” the virtual financial advisor has been conceptualized to support bank's customers 24X7 to raise the card dispute from their laptop or smart devices. This virtual financial advisor asks bare minimum questions to the customer and uses the Pega Smart Dispute for Issuer framework to create the dispute making life simpler for the customers.

How I built it

We wanted a flexible and salable solution which can be built rapidly to help users. To Build the solution we choose Pega's Intelligent Virtual Assistant provided with WebChatBot capability which has been integrated with Smart Dispute for Issuer Framework. The chatbot has a threshold value of $ 50 on dispute amount, below which cases will be resolved as small dollar write off.

Challenges I ran into

1. To predict the customer response and let the bot act accordingly
2. Integrate Chatbot with Smart Dispute Framework for Issuer

Accomplishments that I'm proud of

1. In just 3 weeks, we developed this Pega’s Build for Change® solution
2. It will help customers to raise the disputes directly from their smart devices
3. Banks will be able to optimize their helpdesk workforce

What I learned

1. How an interactive chatbot can be implemented with Pega 8.x
2. How this solution can be leveraged to different service requests for the customers

What's next for AskMaya the Virtual Financial Advisor

1. Extend the application to use voice channel given by third party like Alexa, Google voice etc
2. Chatbot should be capable of handling all the dispute reasons

Built With

• pega-v8.2.2
• smart-dispute-framework-for-issuer-7.41
• webchatbot-8