Hello

Hello

Checking Balance

CHECKING (…2315)

Savings Balance

SAVINGS (…1345)

Checking Balance

CHECKING (…2315)

Savings Balance

SAVINGS (…1345)

ACCOUNT

Enter amount

ACCOUNT

$2,000.00

LOG OFF

ACCOUNTS

TRANSFER MONEY

TRANSFER FROM

CONNECT

z

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK

BACK

Thank you for calling Monument Bank. If you would like to use visual menus instead of our voice response system, please say ‘turn on visuals’. Otherwise, please enter your eight-digit account number now.

Please enter your four digit PIN now.

We noticed you have started transferring money between your accounts but didn’t complete the transaction. Would you like to resume that now?

You would like to transfer two thousand dollars from your savings to your checking account. Is that correct?

We have transferred your funds. Your new checking account balance is $2,227.03

Siri, call Monument Bank

Yes!

one three six two five two two seven

one zero one five

Yes.

You are running low on your checking account balance and need to transfer funds from your savings. You’re at home in your living room, the smartphone always on you. You decide to launch Monument Bank’s mobile app to perform that transaction.

Tap the Monument Bank app

The mobile app conveniently remembers your account number so you can expedite the log-on process.

Tap the 'Log On' button to continue.

After authentication, the app greets you with your current balances.

Tap the Menu and choose 'Transfer Money'

Funds transfers between your accounts are easy: simply select the From and To account, and enter the amount.

 

Select 'Transfer From' Account

You select Savings to pull money from.

 

Select Savings

For your convenience, Monument Bank pre-selects the only logical choice for the destination account. Next, you enter the amount.

 

Tap 'Enter amount'

Tap any number on the keyboard to continue.

You get interrupted as you hear your doorbell ring and decide to complete this transaction at a later point.

 

Tap 'LOG OFF'

You are getting ready for your night shift and are driving to work. You remember that you hadn’t completed the previous transaction with Monument Bank, so you decide to call them using Siri, to transfer the funds over the phone.

CONTINUE

You are greeted by an IVR system. It detects that you are calling from your mobile phone and therefore offers to activate visual menu options. Since you are driving, you decide not to use that feature and start the IVR interaction by entering your account number using speech recognition.

CONTINUE

CONTINUE

To your surprise, Monument Bank’s IVR system is well aware of your pending transaction. It offers to complete it right after your authentication.

 

This is Experience Continuity. Every customer touch point is remembered and communication channels are aware of each other to provide a seamless experience for the customer.

CONTINUE

CONTINUE

It remembers all details of the transaction that you started earlier in the mobile app.

After an interaction that went much shorter and less painful than you anticipated, Monument Bank confirms your transaction.

 

This concludes our demonstration.

Tap the Home button at the bottom of the phone to start again. Or return to the Experience Continuity During Money Transfer Transaction page to try the IVR to Mobile experience.