Challenge
Kuwait, the country is one of the largest remittance markets in the world worth 1250 KWD Million (As per Jan 2020). To keep pace with the competition in the remittance industry in Kuwait, Al Muzaini wanted to deliver mobile application service for foreign exchange through Western Union centred on the needs and aspirations of users.
Strategy and solution
Cogniwide worked collaboratively to develop an API to support the mobile as well as web technology and to bring better experience in dynamic remittance culture.The project involved two phases:
Concept:
We created WUApiService, a "reliable and interoperable" web service personalized for Mobile and Web Interface. WUApiService includes all the necessary validation checks performed at service level leaving the end client a hassle free interface for users and also provides the exact data expected by Western Union systems.Design:
As soon as a customer messages over WhatsApp or the chatbot on their website, the AI-Virtual assistant responds with all the products available – such as motor insurance, visitor health insurance, and such. Once the customer responds with the option they want information about, the virtual assistant returns with appropriate responses and even can ask for document uploads wherever necessary. If the customer is content with the answer, the query is closed. However, if the customer inquiry is complex, requiring a human to intervene, then the entire conversation, along with the history of the customer, is handed over to a human agent seamlessly so that the customer faces no delay. Additionally, CogniAssist detects the customers' sentiments and has a reporting function to spot the latest market trends faster than the competition.Transformation
The AL Muzaini Exchange is revolutionizing mobile remittance with the launch of the Mobile Application (which uses WUApiService as the backbone), the Kuwait’s first fast and secure mobile remittance application. Rather than a simple web service, we designed WUApiService as a configurable and reusable service, allowing Muzaini Team to customize their service according to new changes in the future.
With our help, AL Muzaini is personalizing the relationship between its customers and Western Union, giving them more control over their money, and allowing users to:
