Banking Chatbot

Chatbot is a computer program powered by AI that allows business to interact with the customers via a chat interface (see the document on Wells Fargo Chatbot). Assume you are working on a project to develop a banking Chabot that will provide customer service for banking industry. The Chabot you are working on has the following functions:

Gathering Information

When a customer initiates a conversation, there are a lot of formalities to go through before help is provided. The agent might need to understand what account they are talking about, then verify that they have the authority to talk about that account using secret phrases. Chatbot will be used to gather this preliminary information and verify the customer/accounts.

After that, Chatbot passes the information to a human agent and connects the customer to the agent.

Providing Help

The Chabot uses natural language processing (NLP) to understand what the customer is asking for and search existing knowledge base (system) to answer the questions (e.g. is there a charge fee for overdraft protection?).

Simple Transactions

Handle transactional customer services: making payment, transfer money between accounts, deposits, and p2p transactions.

Feedback Collection

The customer should be able to leave feedback, which is comprised of a text message and a rating. The system administrator should be able to view and delete feedbacks.

Tasks:

1. Do some research on the Internet about Chatbot. Describe the difference between AI-based chat and regular software application (half page).
2. Develop a use case diagram for the chatbot using the case tool you have selected (Visio, Dia or other tools, use the UML use case template).
3. Develop a use case narrative/description for one use case. Please follow the example I posted and use the template to develop the narrative. Your narrative should include at least the following elements: use case name, actor, pre-condition, post-condition, basic event, and alternate flow.