GenAI-powered Intelligent Service Request Management for Retail Banks

Omnichannel Customer Engagement

Enable Omnichannel customer interaction through customer portal, as well as through chat, email, SMS, computer telephony integration, and branch walk-in for service request raising and monitoring.

Conversational AI for Self-Service Request

Newgen offers seamless integration of request management back-office systems with customer self-service portal for request raising, status check and search capabilities for customers by leveraging conversational Gen AI.

Gen AI-enabled Customer Case Management

Newgen offers end-to-end management of all customer queries, requests, and complaints, from initial interaction to case resolution, by leveraging AI and offers insights into work steps, turnaround times, approvals and case summarization by Gen AI.

Customer Feedback and Surveys

Capture customer feedback on the portal, track and listen to customer views on key social media using AI-driven social listening, create and administer surveys, and generate reports for feedback monitoring.

Knowledge Repository Management

Newgen provides a continuously evolving knowledge repository to enable customer service agents to tackle queries. The repository contains original articles and content created by subject-matter experts and approved for use, constantly updated.