10 Live Chat

Multi-Modal Assisted Banking allows you to initiate a video or voice call and can share their screen with the Bank user in case they face an issue while completing a transaction or have any queries pertaining to their account.

The multi-modal assisted banking feature is configurable. Below are the features being provided as part of the current release:

• Integration with Oracle Live Experience for assisting customer.
• An assisted banking icon across the application for end user, by clicking on which he/she can start the call.
• Business user can enable and disable this option from his user preferences.

Note:

Live Chat is supported only when the user is logging from desktops.

To start a meeting:

1. Click the icon.
   The session recording message is displayed.
2. Perform one of the following actions:
   • Click Yes to continue with the modal assisted banking session.
   • Click Cancel to close the session.

   Figure 10-1 Live Chat

   
   

   
   Description of "Figure 10-1 Live Chat"

   
   
3. Perform one of the following actions:
   • Application prompt user to give access to the devices like camera, microphone.

     Click Allow to give access.

   • Click Block to disallows the access to devices.
4. Perform one of the following actions:
   • Share your screen messsage is displayed.

     Select the application and click Share.

   • Click Cancel to abort the live chat session
5. The screen is shared with the customer support representative.
6. Business user can voice or video chat with the Bank executive basis on the configuration done by bank.
7. Screen shows the confirmation message once the session gets ended.