Replacement Card Flow

Customers seeking a replacement card is a common scenario in Finance. Therefore, incorporating a replacement card flow within a finance bot can significantly streamline the process and enhance customer satisfaction. This flow allows customers to request a replacement card directly within the conversation, eliminating the need to navigate website FAQs, visit a 'MyAccount' page, or engage with a live agent.

When implementing a replacement card flow in your finance bot, it is essential to follow best practices. To begin, it is recommended to authenticate or verify the customer's identity before sharing sensitive information or initiating the replacement process. The following verification methods are commonly used:

First and Last name
Email Address
Telephone number
And more...

Additionally, it is crucial to have an API call available to retrieve relevant customer account details from the finance system. This enables the bot to provide comprehensive information and assistance throughout the replacement card process. Some of the information that can be provided includes:

Viewing the card details
Reviewing the card replacement history
Obtaining a breakdown of charges related to the replacement
Explaining the specific details of the charges
Notifying the customer about any changes in the replacement card process

To further enhance the replacement card flow, it is advisable to include frequently asked questions (FAQs) as statements or utilise KnowledgeAI within the conversation. These FAQs can be strategically placed before or after customer authentication or verification, leading to efficient and effective conversations.

Furthermore, employing custom events to measure resolution and abandonment rates is considered a best practice. These metrics offer valuable insights into the success of containing the replacement card flow, ensuring a high level of customer satisfaction.

By incorporating these guidelines and implementing a robust replacement card flow, finance organisations can provide a seamless and convenient experience for customers seeking card replacements within their bot platform.

Design

This is a typical design for a replacement card flow within a bot: