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Teleperformance D.I.B.S. - Best Use of Technology in Customer Service


Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Teleperformance D.I.B.S. , Mumbai , Maharashtra
Company Description: Teleperformance Digital Integrated Business Services (DIBS) is the new division formed subsequent to Teleperformance - the global leader in outsourced omnichannel customer experience management, acquiring Intelenet® Global Services - a global provider of high-end omnichannel customer experience management, back-office, human resources and financial & administration services.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service - Financial Services Industries

Nomination Title: Creation of automated work stream using Artificial Intelligence

Tell the story about how technology has improved your customer service initiatives since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Making lives easier through Automation

To help traditional mortgage providers improve Digital Experience, we at Teleperformance Digital Integrated Business Services launched ‘Lending Suite’ for our banking clients. Using AI & Automation based initiative; banks can now generate mortgage offers in just 30 minutes.

Lending Suite’s 13 Bots have been built to streamline the entire lifecycle of a customer’s mortgage journey through innovative designing thinking combined with the expertise of Mortgage know how. This product was launched on 6th September 2018 in the presence of 10 media reporters, 2 analysts and a LIVE web cast with 200+ viewers. This stands as testimony to Teleperformance DIBS strong commitment in using RPA to cater to a fundamentally strong operational & customer centric environment

Listed below are the 13 bots under Lending Suite:

Appointment Booking: This bot helps both the bank and the underwriters to manage calendars with each significant event in the mortgage journey. This also includes sending SMS and Email alerts to ensure that each stage is cleared with ease while on the go.

Data Capture: OCR (Optical Character Reader) extracts the personal details of the applicants from the KYC documents and ensures there is no duplication of work.

Decision: The third bot in this suite helps in decision making, in line with the bank’s lending policy. This is possible by reviewing the credit history of the applicants stored in our database.

Workflow: This bot helps multiple underwriters depending on the workflow assigned. which results in ensuring that every underwriter reviewing an application gets a grip of the applicant’s case so there is no delay

Fulfilment: The bot ensures that the initial response is sent out to the applicant notifying him about the status of the application irrespective of the outcome being positive or not.

Valuation/Validation: Once the application has been assessed and meets the lending criteria, the sixth bot automatically instructs for the valuation of the property.

Assist; During a mortgage application the documentation screen involved at each of these stages deals with vast data which provides an in-depth view is sourced from various screens to a single view for the underwriter.

Offer Completion: The bot auto extracts the information from various credible sources and auto completes the system requirements

Status / Alert Report: This bot ensures that all relevant information like KYC documents, valuation report etc is attached to the application for a quick review

Communication: The bot ensures that an automated real time status of a mortgage application is shared with all departments during the processing phase.

Business Intelligence: This bot gives a detailed report on the entire lending process and can easily be accessed at the click of the mouse for creating flowcharts and Dashboards, MI and other reporting purposes

Auto updation / OCR: This bot is responsible for ensuring that any additional /subsequent information pertaining to a mortgage gets attached to the relevant application. Thereby making the application auto updatd all the time every single time.

Contact Centre Front: Is used to extract client information while servicing the call

Significant features of the Lending Suite
The “Lending Suite” can generate offers in 30 minutes and provide an exceptional, Enhanced Experience to our customers and lending institutions, Agility & Accuracy with 13 BOT services, No change to the existing platform as it integrates well with existing systems

Lending Suite Impacts

-40% reduction in processing time of an end-to end Mortgage application
-50% reduction in overall cost
-Reduction of manual data-entry errors using OCR (Optical Character Recognition) capability
-Generating Business Intelligence

The Lending team at Teleperformance Digital Integrated Business Services aligned itself to the client’s vision and worked together to attain business goals of making each interaction matters through innovative solution called ‘Lending Suite’.