Service Mastery
Empowering service teams to resolve multi-step, high-volume client requests independently, reduce errors, and accelerate outcomes.
Use Case: Account Maintenance Request Acceleration
Industry: Banking / Customer Service
Scenario: A branch agent receives a request to update multiple linked accounts for a VIP client. Normally, this requires approval from the branch manager and compliance officer. Manual coordination slows resolution, frustrates the client, and blocks other team members.
Business Challenge:
Multi-step process with dependencies delays completion.
Risk of errors if approvals or steps are missed.
Productivity lost for both the agent and managers involved.
Solution with Co-Pilot:
Alert Type: Aggressive Alert
Guides the agent step-by-step: gather data, validate identity, check for required approvals.
Inline instructions trigger workflow tasks and notify required roles without waiting.
Guided Actions:
Verify client identity using pre-defined checklist.
Automatically assign approval task to compliance officer.
Generate internal notes for branch manager notification.
Mark client request as “priority” to track completion.
Result:
Agent completes request independently while ensuring approvals.
Managers and compliance officers receive real-time updates without extra coordination.
Impact Summary:
Reduces approval cycle by up to 50%.
Eliminates errors in account updates.
Frees branch managers and officers for higher-value work.
Caption:
Step-by-step guidance reduces dependency on others.
Approvals handled inline, not via back-and-forth emails.
Faster client satisfaction, fewer errors.Speeds resolution while maintaining compliance.
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Use Case 2: Loan Adjustment Streamlining
Industry: Banking / Lending
Scenario:
A client requests an adjustment on a mortgage rate. Normally, this requires coordination between the agent, underwriting, and risk teams. Delay could risk client satisfaction and increase churn.
Business Challenge:
Multi-department coordination slows decision-making.
Agents often unsure who to contact first or what data to gather.
Errors in loan adjustment can have regulatory or financial impact.
Solution with Co-Pilot:
Alert Type: Aggressive
Locks screen to ensure agent completes required steps without skipping.
Provides inline instructions for gathering documentation, contacting underwriting, and generating approval tasks.
Guided Actions:
Collect client documents per checklist.
Notify underwriting team automatically with required data.
Assign risk review task and track completion inline.
Update client on progress automatically.
Result:
Loan adjustment processed faster and accurately.
Agent empowered to manage multi-step workflow without delays.
Compliance maintained automatically.
Impact Summary:
Speeds loan approval process by 40%.
Reduces mistakes and regulatory risk.
Improves customer trust and retention.
Caption:
Inline guidance ensures complete, compliant process.
Reduces cross-department delays.
Faster client response and satisfaction.
Impact Summary:
Speeds loan approval process by 40%.
Reduces mistakes and regulatory risk.
Improves customer trust and retention.
Try Progress Manager Free for 14 Days!
Try Co-Pilot InApp Guidance Free for 14 Days!
Use Case: Fraud / Exception Handling Efficiency
Industry: Banking / Operations / Risk
Scenario:
A suspicious transaction triggers a fraud alert. Multiple teams must validate, authorize, and resolve. Without coordination, fraud handling is slow, impacting customer trust.
Business Challenge:
Multiple departments need to take action sequentially.
Lack of clear instructions risks delays or conflicting actions.
Customers experience uncertainty and frustration.
Solution with Co-Pilot:
Alert Type: Aggressive Alert
Provides clear workflow for fraud investigation, validation steps, and internal communications.
Guided Actions:
Validate transaction with front-line agent checklist.
Notify fraud investigation team automatically.
Assign review tasks to risk management.
Confirm resolution and update client communication inline.
Result:
Fraud case resolved faster, consistently, and with full compliance.
Clear responsibilities for each team member.
Customer confidence preserved.
Impact Summary:
Reduces fraud resolution time by 50%.
Minimizes cross-team errors.
Enhances operational transparency and customer trust.
Caption:
Step-by-step alert reduces inter-team dependency.
Tasks routed automatically to correct roles.
Speeds resolution while maintaining compliance.