Alliance bank — a large bank aiming to enhance security and the speed of processing customer requests across different communication channels. One of the main objectives was to ensure a convenient user identification process during customer interactions via online chat, messengers, or landing pages.

Challenges:

1. Security and Privacy: Ensure secure identification without compromising the speed of request processing.

2. Minimizing interference with the workflow: A solution was needed that would reduce the workload of agents and not interfere with their work.

3. Full control over all customer requests: It was important for the client that NovaTalks could fully assess the performance of the contact center and monitor the quality of service.

How we solved the problem

1. Implementation of two authentication levels:

• OTP Authentication: After a customer contacts the bank via chat or messenger, a one-time password (OTP) is automatically sent to them, which they enter in the chat. This allows the agent to retrieve the necessary customer information and instantly fill out their profile in the system.
• SMART Authentication: When a user transitions from the mobile app to a messenger, an encrypted key is transmitted, through which the system contacts the bank to obtain personal data and automatically fill out the user’s profile in the system.

2. Integration with communication channels: Alliance bank uses several communication channels with customers, including online chat, Telegram bot, Viber bot, and Facebook Messenger. All of these channels were integrated into the NovaTalks system to ensure a unified interface for agents.

Implementation Results

1. Improved agent productivity:
Agents can quickly retrieve all the necessary customer information without switching between systems. This reduces the time spent on verifying a customer’s identity, significantly increasing productivity and customer satisfaction.

2. Data confidentiality:
Both authentication methods ensure reliable data protection without needing to interfere with the customer’s private information.

3. Positive impact on customer satisfaction:
Fast identification reduced wait times and made the process more transparent and secure.

What did the implementation process look like?

1. Requirement discussion: The first stage included a meeting with representatives of Alliance bank to develop the technical task. Together with business analysts, we created a plan and identified key points for authentication.

2. Development and testing: The next stage was the development of OTP and SMART authentication solutions, integration with banking services for password validation and data transmission.

3. Implementation: After testing, the solution was deployed into the production environment and integrated with all communication channels.

 

Why NovaTalks is your reliable partner in customer service automation?

NovaTalks is not just a communication automation platform; it is your powerful technological support at every stage of customer interaction. We specialize in creating innovative solutions that help businesses optimize service processes and increase team efficiency. Our expertise lies in integrating various communication channels — from online chat to messengers — into a unified platform that helps your agents work faster and more efficiently.

Innovative solutions for complex tasks

Our solutions allow businesses to work with any level of complexity, from basic automation to developing complex authentication processes that meet security and privacy requirements. At NovaTalks, we find the most effective ways to solve tasks, allowing you to maintain high service quality while minimizing operational costs. Thanks to an intuitive interface and flawless integration with other systems, our platform not only improves agent efficiency but also creates an unprecedented experience for your customers.

Key advantages of working with NovaTalks:

1. Innovation: Continuous development and technology updates to meet the needs of modern businesses.

2. Flexibility: Solutions tailored to the specifics of your business, ensuring convenience and simplicity in operation.

3. Expertise: Experience in automation and a deep understanding of customer needs allow us to create solutions that truly work.

4. Data protection: A high level of security when processing and storing customer personal data, which is a key factor of trust.

 

Results

• Request processing time: Thanks to OTP and SMART authentication methods, the time to verify a customer’s identity has decreased.
• Improved agent efficiency: Agents no longer need to manually verify customer data — the system does it automatically, allowing them to focus on resolving issues.
• Full control over contact center productivity: The bank now has access to detailed reports and real-time analytics, allowing them to monitor the service process, track the performance of each channel, and quickly respond to any issues.
• Customer satisfaction: The speedier process allows customers to receive responses faster, increasing their loyalty.

We are proud to work with clients across various industries, helping them achieve significant results through innovative communication approaches. By partnering with NovaTalks, you not only get a powerful platform for customer interaction but also a trusted partner who understands your business goals and strives to provide you with all the necessary tools to achieve them.