Enabling technology to understand the customer needs and customer satisfaction
By MYBRANDBOOK
Sivakumar Nandipati, CDO, Fedbank Financial Services
Technology blueprint for year ahead
As a technology leader, there are several approaches we employ to manage technical projects, deploy solutions, and leverage technology to enhance efficiency, productivity, and cost-effectiveness. Here are some key strategies:
• Project Management Methodologies like JIRA usage for lucid continuous communication as well as transparency in execution with Clear Objectives and Requirements - ensuring Effective Resource Allocation to maximize on productivity.
• Technology Selection and Integration ensuring latest technological advancements relevant to our projects and identify solutions that can streamline processes and enhance productivity.
• By leveraging technologies like Robotic Process Automation (RPA) and Machine Learning, we can reduce manual effort, minimize errors, and increase efficiency.
• Knowing the goal is not sufficient, tracking it persistently is a must. I establish key performance indicators (KPIs) to measure project progress, identify bottlenecks, and assess overall performance.
• By establishing clear expectations, conducting regular meetings, and ensuring mutual collaboration, we can achieve successful deployments and cost-effective partnerships.
Agenda for 2023-24:
• Bring Metaverse to Fedfina
• Enhance User login experience
• Strengthen Digital Sourcing
• AI/ML based decision
Latest technologies influencing growth
As part of the 4th Industrial Revolution, inculcating Artificial Intelligence into our projects became the need of the hour. A pilot for Vintage analysis from a Risk perspective to improve collection efficiency is getting anchored currently, will see light in 2023. Voice (Bot & Blast) & Bot (Whatsapp, Chat bot, FB Bot) in Multi-lingual
Metaverse for complicated process and security transparency.
Digital technologies aiding to win customer trust
While integration with a payment partner now provides our customers, the feasibility of paying their interests through any of 150+ UPI apps, ENach facilitates auto-debit of their interests from their bank accounts. Portals are multi-lingual for assisting any customers in breaking the barrier of language. We go to the next step breaking the barrier of reading, our team extends arm support by voice. With the help of proprietary speech technology & domain-specific NLP models, we deployed a voice bot & voice blasts in multiple languages such as Hindi, Marathi, Tamil, Telugu and more – continue to happen for multiple businesses and support use cases. Introducing Web Chatbot & WhatsApp Chatbot facilitated the users to interact with us quickly, thereby enabling us to deliver to their exact requirements. Our customers can login via WhatsApp, Check statements and even make payments in 2023.
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