For the first time, we are simulating an Internet Banking Support System for TSB.
A bank or institution will typically use this in call centres but it can be branch facing. The system gives an analysis of the customers’ actions online so that the advisor can figure out problems they are having – which typically are login and password issues (but they maybe faced with tricker problems).
Staff also have to deal with proxy calls from other staff on behalf of someone else which lead to situations with 3 actors involved.
We’ve had some really good feedback from the trainers at TSB. There was no real training at all before so the trainers are happy they will have something easy to work with and roll out.
This will go live in June.