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Thank you for calling Monument Bank. The number you're calling from is associated with an account that recently received a new debit card. Are you calling to activate this card now?

To activate your card, please enter the last 4 digits of your card number.

You’ll need a four digit PIN when you use your card for purchases or ATM withdrawals. Please say or enter a four digit code now.

Thank you for calling Monument Bank. I see you called earlier to activate your debit card, but you didn’t set up your PIN. Would you like to set up your PIN now?

You recently called about the card ending in the 4 digits: 4688. Is this the card you are calling about?

You’ll need a four digit PIN when you use your card for purchases or ATM withdrawals. Please say or enter a four digit code now.

Just to confirm. You want your new PIN to be 1015.  Is that correct?

Your debit card is now available for use! We’ll send a confirmation of this activity to your email address as well as your cell phone with links to more information about your new card. Is there anything else I can help you with?

Thank you for choosing Monument Bank. Goodbye!

Yes.

Yes.

Yes!

Yes.

No, thank you.

You received a new debit card by mail. The sticker on it asks you to call Monument Bank’s central hotline to activate the card.

 

          Tap the phone app at the bottom left

          to call Monument Bank.

Monument Bank recognizes your caller ID and knows that you just received a new debit card. It predicts the reason for your call.

CONTINUE

Tap any number to continue.

You get distracted and cannot complete the call at this time.

 

          Tap ‘end call’ button to hang up

          without finishing the card activation.

A few minutes later, you call back to complete the process.

 

          Tap the phone app to continue.

Once again, Monument Bank demonstrates that it knows you and where you are in the debit card activation process.

CONTINUE

For security reasons, Monument Bank will only offer to skip the re-entry of the last 4 digits of the card if the previous call occurred within the last five minutes.

CONTINUE

Tap any number to continue.

CONTINUE

CONTINUE

As promised during the IVR call, a text message is sent to confirm the activation and provide follow-up information.

 

          Tap the new message notification

          to continue.

Not only does Monument Bank confirm the activation, it also offers additional information through a disposable app. In addition, you can interact with Monument Bank via text.

 

Questions posed in plain English about your account or other simple inquiries are answered within seconds through a self-service ITR (Interactive Text Response) application that understands natural language.

 

A live agent can back this up and offer to talk by texting or on the voice channel.

 

To open the disposable app, tap the link embedded in the first message.

The disposable app has the same look and feel as Monument Bank’s existing native app, but doesn’t require a prior download. It protects customer data through HTTPS and a standard authentication step. The account number can be stored locally on the device.

 

                                   Tap the ‘Log On’

                                   button to continue.

This is where Experience Continuity truly shines: the mobile app is also aware of the current state of your customer journey and offers relevant information about your new debit card on a splash screen before leading you to the main menu.

 

                               Tap 'skip' to continue.

Still in the disposable app, you arrive at the main menu to use other self-service functions such as money transfer, reviewing your transaction history, or getting connected to live help from Monument Bank’s customer service department.

 

This concludes our demonstration.

Return to the Debit Card Activation page to try the  "Activation Failure” scenario. Or tap the Home button at the bottom of the phone to start again.

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