Scaling Customer Experience using Generative AI Chatbot for Major Manufacturing Company
Business Problem
Goal: The goal for this case study was to create and implement a rewards program for a major financial service provider using cloud-based applications to improve the customer experience, increase customer engagement, and provide valuable insights into customer behavior.
In this case study, the client is a major financial service provider who wanted to improve their customer engagement and increase customer loyalty. They were looking for a solution to create a rewards program that would be easy to use and manage for their customers and internal team. The business challenges they faced included the need to:
1. Create a rewards program that was easy to use and manage for both customers and internal teams
2. Improve customer engagement and retention
3. Enhance the overall customer experience
4. Increase brand loyalty and awareness.
Major financial services company that provides a variety of products and services to customers, including credit cards, loans, and investments. The company has a large team of Relationship Managers (RMs) who work closely with customers to understand their financial needs and help them select the products and services that best meet those needs. However, the company faces a challenge in that it has a large number of vendors that it works with, and it can be difficult for RMs to keep track of all of the different vendors and the products and services they offer. To address this, the company is implementing a new system that will provide RMs with accurate and up-to-date information about the vendors and also provide a cashback or rewards program for the customers. This new system will help RMs make more informed recommendations to customers and ensure that they are aware of all of the products and services that are available to them.
Business Solution
To address this challenge, financial services company has decided to implement a new application called Rewards Builder. This application will provide RMs with accurate and up-to-date information about the vendors that the company works with. This system will include detailed information about each vendor, including the products and services they offer, pricing, and any special promotions or discounts that may be available. Additionally, the system will allow RMs to search for vendors based on specific criteria, such as the type of products or services offered, location, or industry.
The application will also provide RMs with information about the rewards and cashback that customers can earn based on their spending amount. This will be done by invoking Visa and I2 APIs to retrieve data and validate it for the end-user.
In addition to providing accurate vendor information, the Rewards Builder application will also help RMs to inform customers about the cashback/rewards program and how they can take advantage of it. This new system will help RMs make more informed recommendations to customers and ensure that they are aware of all of the products and services that are available to them. By providing accurate vendor information and cashback/rewards program, financial services company will be better able to meet the needs of its customers and grow its business.
Technical Solution
In this case study, a cloud-based rewards program was implemented for a major financial services provider. The technical solution involved a number of different technologies and steps, including:
Architecture and Design: The team began by developing a detailed architecture and design plan for the rewards program. This included identifying the key features and requirements of the program, as well as selecting the appropriate technologies and platforms to build and deploy the program.
Cloud Platform: The rewards program was built using Amazon Web Services (AWS) cloud platform. This allowed for scalability, reliability, and cost-efficiency. AWS provides a variety of tools and services that were used to build and deploy the program, including Amazon S3, Amazon EC2, and AWS Lambda.
API Development: The team developed a RESTful API using Node.js and Express.js to enable communication between the various components of the rewards program. This API provided a standard, consistent interface for accessing and manipulating data within the system.
Database: The rewards program utilized a NoSQL database called MongoDB to store and manage customer data. MongoDB was chosen for its flexibility and scalability, allowing for the storage and retrieval of large amounts of data.
Front-End Development: The rewards program was developed using React.js, a popular JavaScript library for building user interfaces. This provided a modern, responsive interface for users to interact with the rewards program.
Data Analytics: The program utilized Amazon Redshift, a powerful cloud-based data warehousing and analytics solution, to track and analyze customer data. This allowed the company to gain valuable insights into customer behavior and preferences, which could then be used to tailor the rewards program to better meet customer needs.
Security: Security was a top priority for the rewards program. The team implemented a number of security measures, including SSL encryption, token-based authentication, and role-based access control to ensure that customer data was protected.
Overall, the technical solution for this case study involved a wide range of technologies and platforms, all working together to create a powerful, scalable, and user-friendly rewards program for a major financial services provider.
Technologies Used:
Cloud platforms such as Amazon Web Services (AWS) or Microsoft Azure
Web application frameworks such as AngularJS, React, or Node.js
Databases such as MySQL, MongoDB, or Amazon RDS
APIs and microservices architecture for integrating with various services and systems
Security technologies such as SSL/TLS encryption, firewalls, and access controls
Development tools such as Git, Jenkins, and JIRA for project management, continuous integration, and continuous delivery.
Customer Success Outcomes:
Reduced turnaround time for customer rewards redemption: The cloud-based rewards builder application reduced the turnaround time for customer rewards redemption by up to 80%, resulting in a much faster and more satisfying experience for customers.
Improved accuracy of reward redemptions: The new cloud-based solution helped improve the accuracy of customer rewards redemptions, leading to fewer errors and greater customer satisfaction.
Enhanced user experience: The cloud-based rewards builder application provided customers with a more intuitive and user-friendly interface, making it easier for them to view and redeem their rewards.
Improved data security: The cloud-based solution improved data security by providing enhanced encryption and access control, ensuring that sensitive customer data was protected from unauthorized access.
Increased operational efficiency: The new cloud-based solution automated many manual tasks, reducing the need for human intervention and increasing operational efficiency.
Improved scalability and flexibility: The cloud-based solution was designed to be highly scalable and flexible, allowing the financial service provider to easily expand and adapt to changing business needs.
Overall, the cloud-based rewards builder application helped the financial service provider to improve its customer satisfaction, streamline its rewards redemption process, and enhance its overall operational efficiency.
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