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 require a platform to interact with customers, using communication mediums that are widely being used, without requiring logging into internet banking or mobile banking application. By using Futura Bank Chatbot for mobile application, banks can alleviate a lot of the complexity for the user. This application can answer customer queries, enable checking account balance, enable paying utility bills, and more.

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

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

Features Supported in the Application

• Account Balance Inquiry
• Fund Transfer
• Bill Payment
• 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

• Oracle Digital Assistant setup only incase of OBDX chatbot facility is deployed

Launch Chatbot Application

To launch the application:

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

2. The application displays a welcome message.

3. Type Help Me in the message area and press Enter to interact with the Chatbot. It displays all the transactions / inquiries you 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 the user can log-out from the Chatbot mobile application.

To log out of the application:

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

View Account Balance

Users can inquire about the balance in their account using this option.

To inquire about the account balance:

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

Note: In case you do not enter the account number, Chatbot will display all your accounts, and let you select the required one.

2. The Chatbot inquires for your mobile number.
3. Enter the mobile number and press Enter. An OTP is sent to your mobile number for authentication.
4. Enter the OTP received on the mobile.
5. The application displays the balance in the account.

Fund Transfer- Existing Payee

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

To transfer money to an existing payee:

1. Type the request to transfer funds to an existing payee, and press Enter. For example, "Pay JacksonD $10".
   OR
   Click Money Transfer .
   1. The application displays a list of all registered payees. Select the required payee.
   2. The application inquires for the amount, once you select the payee.
      
2. The application displays the default account number or prompts you to select the required account number for making the funds transfer.
   

3. Note: The default account number is displayed in masked format.

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

Bill Payment

Bill payment facility is provided to the users to make their utility payments online through Chatbot application. Using Chatbot, users can easily make their various bill payments like mobile, electricity, credit card and so on.

Note: There is no out of the box integration with any product processor, and as part of implementation this will need integration with the bill payment aggregator.

To pay the bill:

1. Type bill payment request along with the Biller Name in the message area, and press Enter. For example, "Please pay $75 to Airtel".
   OR
   Click Bill Payment .
   1. Application displays a list of billers. You can select the required biller from the list.
   2. Application prompts you to input the amount, once the user selects the biller.
2. Application displays the default account number and also provides an option to select the account number for making the bill payment.

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

3. Type or click on Pay to make the bill payment from the default account number selected and press Enter.
   OR
   Type or click on Choose, and press Enter. Application displays a list of mapped accounts.
   1. From the list, select the source account for making the bill payment.
4. The success message for bill payment appears.

View Recent Transactions

Using this option a 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, 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 the message area. For example, "What are the recent transactions 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 the account number.

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

ATM / Branch Locator

Using this option, a 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 the vicinity by entering the location name. The search results display a 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, you 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 inquires for a location where you want 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. You can click on Get Directions being shown under the 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 the duration and distance from your location on Google maps.

Inquire about user's spends

Using this option, business users can inquire about their spends under a particular category/sub-category from Chatbot.

To inquire about spends:

1. Type a question to inquire about the spends under a particular category/sub-category for a particular period, and press Enter.
   OR
   Click Spends.
   The application displays the spending in the pie chart with Category Name, Percentage Spent, and Amount for each category.
2. The application prompts you to click on a Category Name to view further bifurcation under the sub-categories.

3. Click on the required Category Name.
   The application displays the bar chart with the spend for each Sub Category Name and Amount.
4. The application prompts you to click on a Category Name to view the transactions under the category.

5. Click on the Category Name.
   The application displays the transactions under the category.

Inquire Upcoming Payments

Using this option retail / corporate users can inquire about payments which are due in the next 30 days.

To view all the upcoming payments:

1. Type a question to inquire about upcoming payments, and press Enter. For example, "What are my upcoming payments?"
   The application displays all the scheduled upcoming payments in a list.

View Credit Card Details

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

To view credit card details:

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

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

View Loan Account Details

Using this option business users can inquire about the total outstanding amount as well as the next EMI date and Amount of their loan account from Chatbot.

To view loan details:

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

2. Type a question to inquire about the 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 the 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".
   The application displays the details and related links to the desired product.

FAQ

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 their account information without logging in to their net banking account for the same.

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

Chatbot asks the user for their mobile number and sends an OTP on the registered mobile number so that the user can be authenticated.

Can the user transfer funds to new payees or beneficiaries using chatbot?

No, chatbot can only transfer funds only to existing payees or beneficiaries.

Can a user make a credit card payment using chatbot?

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