CHATBOT ON MOBILE BANKING APPLICATION

Chatbot is an artificial intelligence system that interacts with users over a messaging platform. It answers questions and fulfills an array of tasks for business users.

Customers need to be in regular touch with their bank for various queries and daily transactions. Therefore, banks needed a platform to answer customers’ questions within the communication mediums their customers are already using, without them having to log into their internet banking or mobile banking application each time they want to check their balance or pay a utility bill. By using ZigBank Chatbot for mobile application, banks can alleviate a lot of the complexity for the user.

To ensure security, before providing any information about user’s accounts or cards, Chatbot authenticates the customer by sending an OTP on user’s registered mobile number.

Note: Chatbot will ask user to input the OTP sent on his mobile number before displaying information.

Features Supported In Application

• Account Balance Inquiry
• Fund Transfer
• Locate ATM or Branch
• View Recent Transactions
• Inquire about user's spends
• Inquire upcoming payments
• Inquire about credit card due
• Inquire about cash and credit limits of credit card
• Inquire about outstanding balance on loan account
• Inquire about next installment date and Installment amount
• Inquire about banking products

Pre-Requisites

• IBCS 18.1.1 setup

LOG-IN to Chatbot Application

The user will need valid credentials to log in to the Chatbot application .

To log in to the application:

1. Click Hi, How Can I Help You? button at the bottom of login page to launch the Zigbank Chatbot application from the mobile application.

2. Application displays a welcome message to the user.
3. Type Help Me in message area and press Enter to interact with the Chatbot. It displays all transactions or inquiries user can do using Chatbot.

4. Choose the transactions or inquiries from the Help options, or type a question for the options given by Chatbot.
   OR
   Click Got it to close the transaction.

LOG-OUT from Chatbot Application

Using this option user can log-out from Chatbot mobile application.

To log out of the application:

1. In the mobile application top right corner, click to logout.

View Account Balance

Users can inquire about the balance in his/her account using this option.

To inquire about the account balance:

1. Type your balance inquiry question in message area, and press Enter for example Show me account balance in account number XXXXXXXXXX0045 (User can also input only the last four digits of his account number).
   OR
   Click Balance .

Note: In case the user does not enter the account number, Chabot will give the option to select the account and display all his accounts.

2. The Chatbot asks user to provide his/her mobile number.
3. Enter mobile number and press Enter. An OTP will be sent to user’s mobile number for authentication.
4. Enter the OTP received on mobile.
5. The application displays the balance in account.

Fund Transfer- Existing Payee

Using this option a retail user can initiate a payment to an existing payee.

To transfer the money to existing payee:

1. Type the request to fund transfer to an existing payee, and press Enter for example Pay JacksonD $10.
   OR
   Click Money Transfer .
   
1. Application displays the list of registered payees, select the payee name.
2. Application asks user to enter the amount once he selects the payee name.
2. Application displays the default account number or ask user to select account number for making fund transfer.

3. Note: It displays the default account number in masked format.

3. Type or click Pay to initiate transaction from the default account number selected, press Enter.
   OR
   Type or click Choose, and press Enter. Application displays the list of accounts mapped to the customer.
1. From the list, select the source account for making fund transfer.
4. The success message about fund transfer appears along with the payment details and transaction reference number.

View Recent Transactions

Using this option retail user can view the transactions carried out in the account. The user can select a specific account to view the activities. It will also provide details like transaction description, date on which the transaction took place, as well as the amount and currency of the transaction.

To view recent transactions:

1. Type the request to view account activity along with the Account Number in message area for example what are the recent transaction in account 0011 or show me the last 10 transactions in my account.
   OR
   Click Recent Transactions .

2. Note: Enter the last 4 digits of account number.

2. Application displays the recent transactions taken place in given account.

ATM / Branch Locator

Using this option, user can inquire about the ATMs and Branches that are closer to a specific location. The user is provided with the options to search for the bank’s ATMs and branches in vicinity by entering the location name. The search results display the list of ATMs/branches in the mentioned location

The user can also view the location of these Branches/ATMs on Map and can navigate to the same.

To locate ATM / branch:

1. Type the inquiry for locating branch or ATM and press Enter for example. Locate ATM or the user can simply click on Locate ATM or Locate Branch.
1. If you click the Branch option. The Branch location list appears.
2. If you click the ATM option. The ATM location list appears.
2. The application will ask for a location where the user wants to locate the ATMs/Branches.
3. In the message box, enter the location name for example Goregaon East, and press Enter. The application displays the ATMs / branches in and around that area.
4. User can click on Get Directions being shown under ATM/Branch name to navigate to the chosen ATM/Branch on the map.

5. The application displays the Map/ Satellite view of the Branch/ ATM location along with duration and distance details from user’s location on Google map.

Inquire about user's spends

Using this option business user can inquire about his/her spends under a particular category/sub category from Chatbot.

To inquire about spends:

1. Type question to inquire spends under a particular category/sub category for a particular period, and press Enter.
   OR
   Click Spends.
   The application displays spending in the pie chart with Category Name, Percentage Spent, and Amount for each category.
2. Prompt user to click on Category Name getting displayed at the bottom for further bifurcation under the sub categories.

3. Click on Category Name.
   Application displays the bar chart with spend for each Sub Category Name and Amount.
4. Prompt user to click on Category Name to view the transaction under each category.

5. Click on Category Name.
   Application displays the transactions under each category.

Inquire Upcoming Payments

Using this option retail / corporate user can inquire about payments which are due for payment in the following 30 days.

To view all the upcoming payments:

1. Type question to inquire about upcoming payments, and press Enter for example what are my upcoming payments?
   The application displays the all the scheduled upcoming payments appear as a list.

View Credit Card Details

Using this option business user can inquire about amount due as well as limit (Available and Total cash and credit limit) on user's credit card from Chatbot.

To view credit card details:

1. Type a question to inquire about amount due on credit card, and press Enter for example What is amount due on my credit card?
   The application displays the total amount due on credit card.

2. Type question to inquire about credit limit of a credit card, and press Enter for example What is maximum limit of my credit card?
   The application displays the Available Cash, Total Cash, Available Credit and Total Credit limits of a credit card.

View Loan Account Details

Using this option business user can inquire about total outstanding amount as well as next EMI date and Amount of his/her loan account from Chatbot.

To view loan details:

1. Type a question to inquire outstanding loan amount, and press Enter for example What is outstanding balance on my loan account?
   The application displays the total outstanding amount on loan account.

2. Type a question to inquire about EMI date and amount, and press Enter for example What is my next installment date and Amount?
   The application displays the next installment date and amount of loan account.

Inquire about products

Using this option a retail user can inquire about products and services offered by the bank, and can get the instructions on how to avail the same.

To inquire about products:

1. Type a question to get product details, and press Enter for example I want to know about Auto Loans.
   Application displays the details and related links to desired product.

FAQs

What are the benefits of using a chatbot?

The chatbot service eliminates waiting time for users in getting answers to their queries and can access his account information without logging in to net banking account for the same.

How does the chatbot authenticate the user before providing any information?

Chatbot asks user his/her mobile number and sends an OTP on the registered mobile number so that user can be authenticated.

Can the user transfer fund to new payee or beneficiary using chatbot?

No, chatbot can only transfer funds to existing payee or beneficiary.

Can the user do credit card payment using chatbot?

No, user can only inquire about amount due on credit card and card limits (Cash and Credit Limit).