?????? CHATBOTS IN BRANCH AUTOMATION: SELF-SERVICE FOR WALK-IN CUSTOMERS AT DS BANK OF KYTHIRA ??????

?? OBJECTIVE ??

• Transform branch operations by introducing AI-driven chatbot kiosks.

Enable self-service for simple, high-frequency tasks, such as:

• Checkbook requests
• Service feedback
• Basic account inquiries
• Improve efficiency, enhance customer satisfaction, and reduce costs, especially in small and rural branches.

?? REQUIREMENTS ??

?? Customer-Centric Features

• Multilingual support for diverse populations.
• Human-like conversational AI for an intuitive experience.
• Accessibility options, including voice assistance and adjustable text sizes.

?? System Integration

• Real-time synchronization with DS Bank’s Core Banking System (CBS).
• Secure authentication methods like biometrics or OTP.
• API-first design for easy future scalability.

?? Physical Design

• Compact, durable kiosks suitable for both urban and rural branches.
• Energy-efficient components to minimize operating costs.

?? DEVELOPMENT APPROACH (SCRUM METHODOLOGY) ??

Scrum Master: Dimitris Souris – Overseeing Agile processes, resolving roadblocks, and ensuring team alignment with goals.

Product Owner: Jessica Turner – Prioritizing customer needs and aligning the product with branch requirements.

Development Team:

• Ethan Cooper: Senior Chatbot Engineer (develops chatbot workflows and NLP).
• Sophia Mitchell: UX Designer (ensures an intuitive and accessible interface).
• Liam Roberts: Backend Developer (handles API and system integration).
• Grace Evans: Hardware Specialist (manages kiosk design and deployment).
• Noah Bennett: QA Engineer (tests for functionality, usability, and security).

?? SPRINT PLAN ??

?? Sprint 1

• Define user stories (e.g., "As a customer, I want to request a checkbook easily").
• Map customer journeys for all planned features.

?? Sprint 2

• Build chatbot workflows for use cases like checkbook requests and feedback collection.
• Integrate chatbot with DS Bank’s backend systems.

?? Sprint 3

• Create a prototype combining software and hardware.
• Conduct initial functional tests.

?? Sprint 4

• Add advanced features like biometric authentication and multilingual support.
• Conduct stress testing to ensure the system handles peak loads effectively.
• Perform penetration testing to identify and mitigate potential vulnerabilities.

?? Sprint 5

• Conduct User Acceptance Testing (UAT) with branch staff and selected customers.
• Roll out to 5 rural branches as part of a controlled pilot.
• Collect feedback for iterative improvements.

?? TECHNICAL STACK ??

• Chatbot Frameworks: Rasa, Dialogflow (advanced NLP capabilities).
• Backend Development: Python, Node.js.
• API Connections: RESTful APIs for real-time data synchronization with CBS.
• Hardware: Durable kiosk units with Raspberry Pi 4 or industrial-grade alternatives.
• Database: PostgreSQL for scalable and secure data storage.
• Security: AES-256 encryption and OAuth2 for robust protection.

?? TESTING PLAN ??

?? User Acceptance Testing (UAT)

• Involve branch employees and a sample of customers to validate usability, functionality, and effectiveness.
• Gather actionable feedback to fine-tune the experience.

?? Stress Testing

• Simulate heavy usage scenarios to verify the system can handle peak traffic without downtime.
• Evaluate performance metrics like response time and system throughput.

?? Penetration Testing

• Identify and mitigate potential vulnerabilities in both the kiosk hardware and software systems.
• Ensure compliance with industry security standards.

?? COST-SAVING OPPORTUNITIES ??

?? Efficiency Gains

• Kiosks reduce repetitive tasks for staff, allowing focus on higher-value activities.
• Potential 30% reduction in staff hours for routine requests.

?? Scalability

• Modular design fits various branch sizes and layouts.

?? Rural Accessibility

• Smaller branches benefit from consistent service even with minimal staff.

?? Enhanced Customer Loyalty

• Faster, smoother service builds trust and improves satisfaction.

?? FEASIBILITY ANALYSIS ??

?? Budget

• Development costs: Approximately €75,000.
• Hardware costs: Approximately €2,500 per kiosk.
• ROI: Annual savings of €25,000 per branch, with a break-even point in 2 years.

?? Challenges and Solutions

• Customer Hesitancy: Introduce staff support during early adoption to guide customers.
• Connectivity Issues in Rural Areas: Build kiosks with offline functionality and periodic data synchronization.

?? DELIVERABLES ??

• Functional Chatbot Kiosks:Accessible and user-friendly, available in all branches.
• Integration with DS Bank Systems:Real-time handling of transactions and secure feedback collection.
• Training Materials:Equip branch staff to assist customers in using the kiosks.
• Rollout Playbook:Step-by-step guide for deploying kiosks across branches.

?? CONCLUSION ??

By introducing chatbot kiosks, DS Bank of Kythira can modernize its operations, making banking more accessible and efficient. This project combines automation with a personal touch, addressing the unique needs of both urban and rural branches. With Dimitris Souris as Scrum Master and a dedicated team, this initiative will roll out seamlessly, incorporating UAT, stress testing, and penetration testing to ensure long-term scalability and success.