Customer Support Chatbot – Routine Banking Inquiry Response

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1. Overview

The purpose of this process is to enable a Customer Support Representative to answer routine banking questions quickly and accurately. The representative enters the customer’s question into the chatbot, which then draws on the company’s FAQ and policy documents to generate a clear, friendly response that can be sent directly to the customer.

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2. Business Value

• Speed – Answers are produced in seconds, reducing the time a customer spends waiting.
• Consistency – Every customer receives the same accurate information, limiting the chance of contradictory or outdated replies.
• Compliance – The chatbot only uses approved FAQ and policy content, helping the organization stay within regulatory and internal guidelines.
• Scalability – A single representative can handle many routine inquiries, freeing staff for complex, high‑value interactions.

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3. Operational Context

• When it runs – Whenever a customer contacts support with a routine banking inquiry (e.g., questions about fees, account limits, or product features).
• Who uses it – Customer Support Representatives.
• Frequency – Every time a routine inquiry is received. The process is repeated for each individual customer question.

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4. Inputs

Notes

• All inputs must be supplied for the single interaction being handled.
• No external documents or URLs are required because the FAQ and policy materials are stored in the appendices of this SOP.

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5. Outputs

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6. Detailed Plan & Execution Steps

1. Read the Customer Question – Copy the exact text of the customer’s inquiry into a new response window.

2. Identify the Question Type – Determine whether the inquiry is a routine banking question (e.g., fees, limits, product details) or a request for personal account information.

   • If the question asks for personal data (account balance, transaction history, etc.), skip to step 9.
   • If it is a routine question, continue to the next step.

3. Extract Keywords – Identify the main keywords from the question (e.g., “fee”, “international transfer”, “minimum balance”).

4. Search FAQs – Scan the FAQ list in Appendix A for entries that match the keywords. If multiple matches appear, select the most specific one.

5. Search Policies – If the FAQ does not contain an answer, consult the policy excerpts in Appendix C to locate the relevant policy section.

6. Select the Best Source – Choose the most relevant FAQ entry or policy excerpt that answers the question. If multiple sources are needed, note each reference.

7. Draft the Response

   • Begin with a greeting that uses the customer’s name, if supplied.
   • Answer the question directly, using language from the selected FAQ or policy but re‑phrased in a natural, conversational style.
   • End with an invitation for further assistance.
   • Do not include any internal policy numbers or internal references in the response text.

8. Record the Interaction – Add an entry to the Response Log (see Output table) with: the timestamp, the original question, the final answer, and the source(s) (FAQ number or policy section).

9. Escalate if Necessary – If the question requires personal data, or if no relevant FAQ or policy can be found, reply with:

   “I’m sorry, but I’m not able to provide that information via this channel. Please contact a representative directly for assistance.”

   Record this reply in the Response Log with the reason “Escalation – personal data request or no source found.”

10. Finish – Save the Answer to Customer and the Response Log. No further action is required unless the customer follows up.

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7. Validation & Quality Checks

1. Question Coverage – Verify that the answer addresses every part of the customer’s question.
2. Accuracy – Confirm the answer matches the content of the referenced FAQ or policy paragraph.
3. No Personal Data – Ensure the answer does not contain any personal account information, passwords, or other private data.
4. Tone & Style – Check that the answer is courteous, professional, and uses the prescribed friendly tone.
5. Length – Ensure the answer is under 200 words (excluding the greeting and sign‑off).
6. Reference Accuracy – Verify that the reference numbers in the Response Log point to the correct FAQ or policy section.

If any check fails, mark the response with “Error – [reason]” and send the case to a supervisor for manual review.

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8. Special Rules / Edge Cases

• Personal Data Requests – Any request for account balances, transaction history, or personal identifiers must be handled with the standard escalation reply.
• Multiple Questions – If the customer asks more than one question, provide a separate bullet point answer for each, still staying within the 200‑word limit for each bullet.
• Ambiguous Queries – If the question is vague (e.g., “What’s the deal?”), ask the customer for clarification before proceeding.
• No Matching FAQ – If no FAQ or policy covers the question, use the standard escalation reply (see step 9) and note “No source found” in the log.
• Unsupported Channels – This process is only for text‑based queries (chat, email, messaging). Voice‑only requests should be redirected to a human representative.
• Formatting Failure – If the response exceeds the length limit or contains disallowed content, do not send; instead, flag for manual handling.

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9. Example

Input

• Customer Question: “What fee do you charge for an overseas money transfer?”
• Customer Name: “Sofia”

Output

Answer to Customer

Hello Sofia, For international transfers, we charge a flat fee of $15 for transfers up to $1,000 and a 1 % fee on the amount above $1,000, with a minimum fee of $15 and a maximum fee of $100 per transaction. This information is taken from our “International Transfer Fees” policy (see Appendix C, Section 2.1). Let me know if you have any other questions.

Response Log

2025‑08‑11 10:22 | What fee do you charge for an overseas money transfer? | For international transfers, we charge a flat fee of $15 for transfers up to $1,000 and a 1 % fee on the amount above $1,000, with a minimum fee of $15 and a maximum fee of $100 per transaction. This information is taken from our “International Transfer Fees” policy (see Appendix C, Section 2.1). Let me know if you have any other questions. | FAQ‑12, Policy‑2.1

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Appendix A – Frequently Asked Questions (FAQs)

1. How do I open a new checking account? You can open a checking account online, via our mobile app, or at any branch. You will need a valid ID and proof of address.

2. What is the minimum balance required for a standard checking account? The minimum daily balance is $25. If the balance falls below $25, a $5 monthly fee will apply.

3. What are the fees for a domestic wire transfer? Domestic wire transfers cost $25 per transaction. This fee is waived for premium customers.

4. What are the fees for an international transfer? For international transfers, the fee is $15 for amounts up to $1,000 and 1 % of the amount for transfers above $1,000, with a minimum fee of $15 and a maximum fee of $100.

5. What is the interest rate on a basic savings account? The current interest rate for a basic savings account is 0.25 % APY (Annual Percentage Yield).

6. Are there fees for using an ATM not owned by the bank? Yes. Out‑of‑network ATMs incur a $3 fee per transaction. A daily limit of $200 in fees is applied.

7. What is the maximum daily transfer limit? The standard daily transfer limit is $5,000. This can be increased upon request.

8. What is the foreign exchange fee? The foreign exchange fee is 1.5 % of the transaction amount.

9. How do I reset my online banking password? Click “Forgot password” on the login screen, then follow the instructions sent to your registered email.

10. Can I set up automatic bill payments? Yes. You can schedule recurring payments in the “Payments” section of our app or online portal.

11. What is the process to dispute a transaction? Contact us within 60 days of the transaction and provide details. The dispute will be investigated within 30 days.

12. How long does it take for a check to clear? Checks typically clear within 3–5 business days.

13. Do you offer overdraft protection? Yes, we offer optional overdraft protection for a monthly fee of $10.

14. What is the policy on cash deposits? Cash deposits are accepted at all branches and ATMs that accept deposits. The maximum per deposit is $2,000.

15. Can I link a third‑party account? Yes. You can link external bank accounts for transfers through the “Linked Accounts” section.

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Appendix B – Glossary

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Appendix C – Policy Excerpts (Reference Material)

1. Account Opening & Minimum Balance

• Opening an Account – Valid government‑issued ID and proof of address are required.
• Minimum Daily Balance – $25 for standard checking; below that, a $5 monthly service fee applies.
• Waiver Criteria – The $5 fee is waived if the customer’s average daily balance is $5,000 or more over the prior month.

2. Fees

• Domestic Wire Transfer – $25 per transaction; no fee for premium accounts.
• International Transfer – $15 for transfers ≤ $1,000; 1 % of the amount for transfers > $1,000, with a $15 minimum and $100 maximum.
• Foreign Exchange (FX) Fee – 1.5 % of the transaction amount for currency conversion.
• ATM Withdrawal (Out‑of‑Network) – $3 per transaction. A daily maximum of $200 in ATM fees applies.

3. Interest Rates

• Standard Savings Account – 0.25 % APY. Interest is calculated daily and credited monthly.
• Premium Savings Account – 0.50 % APY. Requires a $10,000 minimum balance.

4. Overdraft & Protection

• Overdraft Protection – Optional service for a $10 monthly fee. Allows transactions to be covered up to $1,000.
• Overdraft Fees – $35 per overdraft occurrence.

5. Transaction Limits

• Daily Transfer Limit – $5,000 per day. Can be increased upon request, subject to credit review.
• Monthly Transfer Limit – $30,000 for non‑premium accounts.

6. Dispute & Fraud

• Dispute Window – 60 days from the transaction date to report unauthorized activity.
• Investigation Period – Up to 30 days to resolve the dispute.

7. Bill Payment & Automation

• Automatic Bill Payments – Set up through the “Payments” tab in the mobile app or online portal.
• Cancellation – Cancel or modify a scheduled payment at any time before the scheduled date.

8. Data Privacy & Security

• No Personal Data – Customer support may not provide account balances, transaction details, or personal identifiers through the chatbot.
• Security – All interactions are encrypted. Any request for personal data should trigger the escalation phrase: “I’m sorry, but I’m unable to provide that information via this channel. Please contact a representative directly for assistance.”

9. Escalation & Escalation Phrase

• Escalation triggers – Personal data requests, complex or non‑routine questions, or any situation where the answer is not found in the FAQ or policy documents.

10. Communication Standards

• Tone – Friendly, respectful, and professional. Use the customer’s first name when available.
• Structure – greeting → answer → optional reference to FAQ/Policy → invitation for further help → sign‑off.
• Prohibited Content – No mention of internal policies, internal IDs, or non‑public information.

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Additional Notes

• Record‑Keeping: The Response Log must be saved in the customer interaction system for audit purposes.
• Updates: When FAQ or policy changes are made, update the relevant sections in Appendices A and C promptly.
• Training: New CSRs should be trained on the SOP before handling live queries.

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