MFT UI Chatbot
Description
Hub/MFT team manually supports operations related to onboarding, Q/A, file tracking and technical inquiries. ? Monthly Average of inquiries: ? ~800 Email inquires ? ~40 Jira/SNOW Tickets? The Communication is manual via emails, Zoom Meetings, and Slack. This Current process is time-consuming, adds and degrades stakeholder experience.? ? Typical operational hours are Monday through Friday, 8 a.m. to 6 p.m. ET (this doesn’t serve Mountain Time, West Coast, Hawaii, and Alaska), followed by XOC escalations. This means non-prod inquiries will be responded to the following business day. ?? We have limited, Quality of Service (QoS) metrics to accurately assess consumer satisfaction at present time.
Detailed example
Real-Time File Status includes Detailed Processing Information? FAQs Ability to chat with Live-Agent Survey Form Historical File Tracking Limited CMS Stakeholder Testing Develop Quality of Service (QoS) metrics Self - Learning Performance and Alerting? Rollout to Alpha Partners and Issuers User/Alpha Partners Feedback
AI / analytics pattern
Natural Language Processing: AI that processes, interprets, and shares information in human language.
Automation level / stage
b) Pilot – The use case has been deployed in a limited test or pilot capacity.
Expected benefit
Implement a chatbot to provide real-time file status updates for external users and tools for internal teams to generate reports and visualize key metrics.
Controls / human review
ATO: Yes; PIA: PIA not publicly available
Data needed
Data are statuses of files transfers held in the EFT PostgreSQL database tables