Development of an Advanced Virtual Branch with AI and Video Communication Capabilities

The client faces difficulties providing accessible, efficient, and personalized banking experiences remotely, leading to decreased customer satisfaction and increased operational costs. Customers demand seamless digital interaction options, including real-time video consultation, while employees require intelligent support tools to enhance service quality and operational efficiency.

A mid to large-sized banking institution seeking to enhance its customer engagement through digital channels, offering virtual consulting services accessible via desktop and mobile devices.

• Implement a virtual branch system that enables customers to initiate live consultations via video channels on both desktop and mobile devices.
• Enhance customer interaction by integrating video communication capabilities, ensuring a smooth and engaging user experience.
• Support bank employees with artificial intelligence-driven tools that assist in customer engagement, query resolution, and decision-making.
• Increase the accessibility and convenience of banking services, aiming for improved customer satisfaction and operational efficiency.
• Establish a scalable and secure platform capable of handling high volumes of concurrent users and sensitive data.

• Video communication channel accessible via desktop and mobile devices for real-time customer-agent interaction.
• Integration of artificial intelligence to support customer service agents with chatbots, recommendation engines, and decision support tools.
• Customer authentication and secure session management to protect customer data and privacy.
• Administrative dashboard for managing customer interactions, monitoring system performance, and analytics.
• Responsive user interface designed for ease of use and accessibility on various device types.

• Customer authentication and identity verification systems
• Customer relationship management (CRM) platforms
• Existing banking core systems for transaction processing and account management
• Analytics and reporting tools for monitoring platform usage and performance

• High availability with 99.9% uptime guarantee
• Scalability to support concurrent sessions exceeding 10,000 users
• Data security conforming to industry standards and compliance requirements
• Low latency video streaming with a target latency of less than 300ms
• Responsive design ensuring seamless operation across all supported devices

The new virtual branch system aims to significantly improve customer engagement by enabling instant, video-based consultations accessible from any device. Expected outcomes include a boost in customer satisfaction scores, increased operational efficiency through AI support, and higher conversion rates for financial products. The scalable and secure platform is projected to handle large user volumes with minimal latency, leading to a competitive advantage in digital banking experiences.