How Financial Institutions Use ServiceNow and Thunai to Automate Customer Support Workflows

Legacy customer support systems are becoming a significant liability.High operational costs, slow manual processes, and disconnected data sources lead to long resolution times and frustrating client experiences.

Relying on outdated methods when using ServiceNow is no longer a viable option for institutions that want to maintain client trust and a competitive edge.

How Financial Institutions Automate Customer Support Workflows Using ServiceNow and AI Agents (5 Different Ways)

1. Customer Onboarding and Reducing Manual Work

The process of opening new accounts and bringing on new clients is made up of repetitive data entry and document verification. These tasks are often slow and can give rise to errors. However, by combining ServiceNow's structured workflows with Thunai's AI, institutions can automate these initial steps.

AI agents can talk with new clients to gather information. It can also check documents in real-time. In doing so, it can automatically set up and change records within ServiceNow. All of this cuts down on the manual work for the onboarding team.

• Automates the way client information is gathered up and checked.
• Lowers the time and cost that go into opening new accounts.
• Cuts down on data entry errors, which makes for a smoother client start.
  

2. Connect the Front and Back Office

A common issue in finance is the gap between client-facing teams and operational teams. This disconnect causes delays. This happens when information is handed off manually between departments.

An AI agent can step in and act as a bridge. It captures client requests. Then, it automatically sets up the necessary tasks and cases in ServiceNow for back-office teams to act on. Consequently, this develops a connected system. Information flows instantly from the client request to the team responsible for getting it done.

• Sets up a direct link between client interactions and operational tasks.
• Puts a stop to delays caused by manual hand-offs between departments.
• Gives all teams a clear view into the status of a client request.
  

3. Personalized Client Experiences

Clients expect their financial institution to know them and their history. To do this, Thunai's AI agents look into past interactions and client data stored in ServiceNow to supply personalized service.

When a client calls in, the AI agent already knows who they are. It also recognizes their recent activity and can figure out the potential reason for their call. This leads to a much more informed and personal conversation. This is true whether the client talks with an AI agent or a human agent who has been filled in on the context.

4. Automated Dispute and Complaint Management

Taking care of transaction disputes and client complaints calls for careful documentation. It also requires routing to the correct department. AI agents can handle the initial intake of a dispute. They do this by gathering all necessary details from the client.

After that, it automatically writes up a detailed case in ServiceNow. It also attaches relevant information and sends it to the right resolution team based on pre-set rules. This makes the entire process faster and more consistent.

5. Activating Self-Service Portals

Modern clients prefer to find answers themselves. ServiceNow supplies the portal, and Thunai gives it intelligence.

Clients can ask complex questions in natural language. Then, AI agents will search through the knowledge base, articles, and even past resolved tickets within ServiceNow. In the end, they come up with a direct answer. This turns a static portal into an interactive, 24/7 self-service tool that actually solves problems.

How Thunai Automates Workflows in Finance Using AI for Support, Customer Success, and Sales Teams

1. 24/7 Inbound Call and L1 Support With AI Voice Agents

Financial institutions get a high volume of routine calls. These are about balances, transaction history, and branch hours.

Thunai’s AI Voice Agents can deal with these L1 (Level 1) inquiries from start to finish. They operate 24/7. They can authenticate users securely and give instant answers. This in turn frees up human agents to work on more complex financial advisory and support tasks.

• Answers common questions, for instance, a request for a current balance.
• Checks up on the status of recent transactions for clients.
• Supplies basic information, for example, business hours and locations.

2. Automate Personalized Client Follow-Ups Without Leaving ServiceNow

Following up with clients after a service interaction or a meeting is important. Doing it manually, however, is time-consuming.

Thunai can be set up to automatically generate and send out personalized follow-up emails or messages. The content is based on the outcome of a case logged in ServiceNow. The message is customized for the specific interaction. As a result, the client feels listened to and is kept in the loop, all without any extra work from the agent.

• Sends out a summary email after a support case is closed.
• Confirms changes made to an account automatically.
• Lets clients know when their requested action is complete.

3. Smart Chat, Email, and Voice Agents With Automated Knowledge Base Creation

Thunai does not just use a knowledge base; it builds one up. It looks at every interaction across chat, email, and voice channels. It also points out the questions being asked and the successful answers. It uses this to continuously update a central enterprise brain.

This means that as your institution learns, so do your AI agents. They get smarter and more accurate with every client conversation.

• Points out gaps in existing help articles and documentation.
• Learns from successful resolutions to help out other agents.
• Keeps information consistent across all support channels.

4. Intelligent Call Routing

Instead of basic routing based on menu selections, Thunai uses AI to direct clients more effectively. When a client calls in, the AI Voice Agent has a short, natural conversation. This is done to figure out the true intent of the call.

It can then pass on the call not just to a department, but to a specific agent. This agent will have the certified skills and performance record best suited to deal with that client's unique need. This improves first-contact resolution.

• Asks questions to figure out the client's need before connecting them.
• Matches up clients with agents based on skill, not just availability.
• Directs high-value clients to senior relationship managers.

5. Automated Lead Qualification and Enrichment

For wealth management and retail banking, every interaction is a potential opportunity. For example, when a prospective client interacts with an AI agent, it can ask questions to find out about their needs and financial goals.

Thunai then automatically enriches this new lead data in ServiceNow. It does this by scoring the lead's potential. Then, it assigns the lead to the right relationship manager or loan officer, along with a summary of the conversation.

• Points out potential sales opportunities from service conversations.
• Gathers up initial information from new leads automatically.
• Gives sales teams context before they make contact.

6. Helping Service Agents with AI-Generated Responses in Real-Time

During a live call or chat, Thunai acts as a co-pilot for your human agents. As a client goes over a problem, the AI suggests the best response. It can also pull up the exact policy document needed.

This real-time assistance helps agents find correct information faster and cuts down on on-the-job stress. It also makes certain that the advice given is both accurate and compliant with company policies.

• Suggests answers to agents during live client chats.
• Pulls up relevant policy sections while an agent is on a call.
• Helps new agents get up to speed much more quickly.

7. Instantly Extract Important Data to Accelerate GRC and Audit Tasks

Compliance is a major function in finance.

Instead of manually going over thousands of interactions for audits, Thunai can automatically scan call transcripts and communications. It looks for specific keywords and patterns that are related to Governance, Risk, and Compliance (GRC) mandates.

It can pull out and bring together the necessary data. Ultimately, this makes it much faster for audit teams to prepare reports and confirm that regulations are being followed.

• Scans conversations for required disclosures and keywords.
• Flags interactions that may need to be looked at by a compliance reviewer.
• Brings together data automatically for faster audit preparation.
  

8. Automating Financial Processes to Update CRMs, Invoices, Due Dates, and Amounts

Thunai can link conversation-based triggers to financial actions. For instance, if a client verbally agrees to a new service fee, the AI agent can log this consent. It can then automatically kick off a workflow in ServiceNow to update the client's billing profile.

It can also take care of requests to change payment due dates or confirm invoice amounts. This automates routine back-office financial tasks that come up from client conversations.

• Updates a client's billing information based on a verbal request.
• Logs consent for new services automatically.
• Processes payment date change requests without manual entry.

How to Use Thunai to Retain Customers and Drive Revenue

By automating a large part of the client support workload with ServiceNow and Thunai, financial institutions can completely alter their operational model. The outcome is a sharp drop in costs linked to high-volume, repetitive tasks. It also leads to a considerable improvement in client satisfaction.

Faster resolutions and personalized, proactive communication lead directly to higher client retention.

Also, by using AI to point out new opportunities and set up sales teams with better information, businesses can actively drive new revenue growth. Want to see Thunai in action? Try it out for freex!

‍