Banking Chatbot

Chatbot is a computer program powered by AI that allows business interact with the customers via a chat interface. 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. Identify all relevant stakeholders using the Onion Model (in the textbook and in the ppt file). Describe the stakeholders using the following form.

Name	Description	Responsibilities
[Name the stakeholder]	[Briefly describe the stakeholder]	[Summarize the stakeholders key responsibilities with regard to the system being developed; that is, their interest as a stakeholder. For example, this stakeholder: - ensures that the system will be maintainable - ensures that there will be a market demand for the products features - monitors the projects progress - approves funding - and so forth]

2. Using design thinking techniques to explore the customers' needs, add at least one new feature that the Chatbot should have.

Describe the new feature briefly.

Explain how you have followed the design thinking process and practices to identify the feature. Discuss the design thinking process and practices in detail.