Testing Services provides a platform for QA professionals to discuss and gain insights in to the business value delivered by testing, the best practices and processes that drive it and the emergence of new technologies that will shape the future of this profession.

« June 2018 | Main | December 2018 »

September 28, 2018

Chatbot- A digital assistant in Banking Industry

 

Chatbot- A digital assistant in Banking Industry

Financial institutions across the globe are assessing the viability of deploying chatbots for varied objectives, consumers of information range from end customers to CXOs, FS industries are testing out various approaches to proactively deliver insights to the customers based on his/her transactional history and digital profile, example

  • Suggesting investment options depending on savings bank balance and risk profile
  • Giving market related news and impact on portfolios
  • Recommending ways to use reward points of credit cards

Firms are experimenting to authenticate customers based on voice samples from natural conversation and help complete transactions quickly, chatbots is proved to deliver predictive insights to CXOs across all key areas such as sales insights, performance of partners, fraud prevention, risk management, customer profitability and risk analysis, regulatory reporting, market information and benchmarking, customer lifecycle management, survey insights, net promoter score and customer feedback analysis across channels, Internal employee management etc.

Which branch in Singapore has had the maximum business since the beginning of the day ?

Can you check from RBI document of the last 5 years if i can host my card disaster recovery system in Australia ?

What is the on-ground feedback for the eKYC offering launched 2 months back ?

Growth in digital payments post-demonetization in India is unsatisfactory, please schedule a meeting with digital team


Chatbot is changing the face of the communication interface by adopting Artificial Intelligence, it brings huge change and simplifies overall banking experience for the customers, each customer is served with a most personalized approach, provides 24*7 support, resolves query, updates client KYC, Information on new schemes and services around the clock etc. it is predicted "By 2022, 40% of customer facing employees and government workers will consult daily on AI virtual support agent for decision or process support".

By using chatbot channel for communication with customers, banks can achieve a higher market value without annoying the customer. AI is tremendously empowering banking institutions and retail banking customers further by taking large amounts of data, and making it easily accessible anytime to the individual account holders, in the mode of a chat interface.

Chatbots on their current form has reached certain level of maturity, they are developed for specific tasks and unable to suitably handle specialized queries requiring knowledge outside the functional domain, so the capabilities and features of chatbots still has to be enhanced in order to create a completely different experience for banking customers by combining knowledge across all relevant segment areas and providing better insights to the user. This will give rise to a new conversational banking where results are delivered instantly through real time conversations, thus facilitating better decision making, below are some key factors to consider,

  • Significantly drive customer loyalty by adding a new dimension to the power of 'personal touch' and massively enhance customer delight and loyalty.
  • Create a cognitive financial institution by developing cognitive capabilities and deeply customized offering is a key idea for moving to the higher level of conversational banking.
  • Analyze and experiment with integration with other latest upcoming technologies by partnering with technology giants and leverage innovative technologies.

One of the study reveals that the majority of consumers prefer getting speedy information that resolves their immediate requirements which should be identical to traditional search engines, In some scenarios, they would prefer to talk to a person more than they want to deal with any form of artificial intelligence (AI) machines, according to a new study from STARTEK, why? Its because

  • Support for customers by anticipating and acting on needs,
  • Assure customers about their choices,
  • Identify and resolve confusing or complex situations, and
  • Build relationships

However, researchers also found customers don't need a steady diet of personal contact always. While 85% of customers prefer talking to a customer service representative most of the time -- especially when the issue is so personal or complicated -- but they're OK with digital channels as well for more routine issues. In fact, almost a quarter of customers said they initiated their most recent contacts with service through email and chat, care is what matters to customers most.

 

September 26, 2018

The next frontier of RPA: Intelligent Process Automation

We must not be afraid to push boundaries; instead, we should leverage our science and our technology, together with our creativity and our curiosity, to solve the world's problems.
                                                                                                                                               ~ Jason Silva

Robotic Process Automation (RPA) is now mainstream. But is RPA enough? RPA is automation for today. What would be automation for tomorrow? With AI slowly becoming all pervasive, AI in RPA should be made an integral part of any enterprise level RPA. AI powered RPA can help realize the ultimate goal of Intelligent Process Automation.

Let us consider the case of Test Management. This consists of different tasks as listed below.
  1. Review access requests from various users for various tools and platforms across the entire QA organization
  2. Create multiple user roles and revoke/modify them as and when required
  3. Upload test cases in the right location
  4. Update execution status
  5. Generate different reports/statistics and send to the relevant stakeholders
For the sake of ease, let us pick one of the tasks - review access requests for all users across the entire QA organization. If the access request is keyed in a form available online, the RPA bot can read the digitized inputs, check if the person requesting the access is to be assigned that particular role against a database and assign/deny the access.

Imagine executing this process for thousands of users manually across the entire organization. A human FTE doing this task will take many person hours to accomplish this. And moreover, there is a risk of a slip-up. The task is repetitive, mundane, follows a sequence of steps and high volume. Using RPA, this chunk of access granting can be done in a fraction of the time required by the human FTE.
Test_Management_4.png
Now, let us consider the same scenario from a different perspective. Imagine someone who needs to be assigned to a certain project but is not able to access request form and drops a mail to the admin. Can the RPA bot read through the mail and check the required requirements for granting access to the user from the mail?

No! This scenario would require understanding the mail and then initiating the process. Basically, a judgement call along with NLP capabilities. RPA tools are rule-based. What we need here is an intelligent algorithm that can learn how to take a decision.

Or, if a certain technicality in the access review process changes, the whole RPA execution would come to stand still until we reconfigure the changes in the RPA bot.

Add AI to RPA in Access review process, what do we get?
  1. Understand unstructured data: Based on an email from the user, AI powered RPA can pick up relevant inputs using NLP and grant/deny access
  2. Self-learn capabilities: For any process change, AI powered RPA would have self-learning capabilities to adjust to the new process without any human reprogramming
  3. Analytics: AI powered RPA can work with the large amount of access requests to prioritize the critical requests or come up with trends or insights with respect to the access grant process
To elucidate it with another example, we cannot use RPA to play chess. Because it would require laying out the rules for billions of combinations (there are 288 billion chess games possible). But AI can look at the moves of the player, learn from the thousands of chess games played before and come up with a move without the rules being explicitly laid out for it. 

Executing a task in a particular sequence is RPA done properly. Working with unstructured data, self-learning from the thousands of completed tasks, analyzing the sequences and adjusting the tasks to achieve greater efficiency is Artificial Intelligence.
Intelligent Process Automation.jpg
The next wave of RPA is RPA powered by AI, the cognitive RPA. Implementing AI with RPA to enable supervised learning/unsupervised learning/cognitive capabilities to self-learn and optimize processes along with producing insights is the need of the hour. Traditional enterprise RPA solutions should start inculcating Artificial Intelligence/Machine learning capabilities in their offerings. This is what would help us achieve Intelligent Process Automation.

September 22, 2018

MY dream which WE can turn into a reality

Naju D. Mohan, Delivery Manager, Data Services, Infosys Validation Solutions

She still remembered walking in the humid Indian summer, with sweat dripping down her back along with her two clients from the United States. They had never seen these gentle giants so close in America, though they were into the business of outdoor adventure. They seemed to soak in every bit of the smell of freshly cut grass and coconut, awaiting the elephants bathing in the lake. She sat on the wooden bench impatiently twiddling her thumbs, for it was her 5th trip in the last six months to the elephant centre with various visiting dignitaries. It was that conversation she had with her clients, which occupied every waking moment of her life, apart from work for the next few years.

She was fond of traditions and flowering forests, as she grew up in a small village near a temple. The idea of a 19-day Everest base camp adventure trek ignited her spirits. She spoke about it in detail with her clients, collected all details about the trek and started planning for the expenses. The image of her old parents travelling 30km daily on an old Bajaj Chetak through dusty village roads to their small family shop sprang up in her mind. She had to save for the next three years for her 19-day trek, instead of an Alto 800.

Her dream which kept her going for the last six years was turning into a reality. Her parents drove down from village in their new car to the city where she worked. They had brought with them her favourite childhood snack, homemade murukku, to pack for her trekking. The sunlight which shone through the window was mesmerizing, but the mother noticed a paleness on her daughter's face. She had made a last minute order for insulated jacket through an online portal. She found her bank account empty, the next day. She had become yet another victim of online fraud.

She was distraught sitting on the electric blue carpet, with the triangle of white light advancing through the room. She wished, if only she had asked her bank to use Infosys validation solution to prevent online card skimming. If only her bank had provided a timely alert using Infosys' analytics solution about the credibility of the online portal. Wishing wisely does not come easily to us. We use a thousand products of various companies with full faith. My small dream, is that each one of us make those companies aware of Infosys validation solutions and offerings!!!