Stella took a deep breath.
Stella had just deployed a next-gen chatbot solution on her bank’s website four weeks ago. She was promoted to VP of Customer Experience a few months ago – this was her first salvo at improving the bank’s NPS scores for customer interaction. She was getting great inbound leads, but their internal review, onboarding, and first 30-day experience had been a letdown, with the bank’s internal processes struggling to keep up with demand.
She realized a little too late that it would take an entire rehaul of the bank’s customer-facing platform engine, not just the facade at the first customer interaction.