SaFi Bank Space : Waiving fee - Mobile APP

Created by Zbyněk Melichar (Unlicensed), last modified on Jan 18, 2023

The Customer creates requests in the Mobile app for fee waiving
- is this function already in the mobile app? YES
The mobile app triggers an event to Kafka
- Do we have already an event for it? YES
https://confluent.cloud/environments/env-22o9jo/clusters/lkc-qr1p76/topics/products.subscription-fee-transaction-created.event.v2/schema/value
- What information are in the event?
Meiro will collect the event data
- in the Meiro we have to create an attribute for that
- Fee waiving = yes/no
- Fee waiving date = date
- Fee waiving approved = yes/no
- Fee waiving requests = number (count how many times the customer requested)
- Fee waiving success rate = number (how many times it was approved)
- there has to be created a segment for that and a scheduled max (4hr) load to Genesys
Meiro will transfer the calling list to Genesys
- Define the calling list (Auto Fee waiving)
- Customer Name
- Phone number
- Define the agent group that will call
- Customer Call
- how we will treat the call to miss calls?
Call to the customer
- define the calling strategy?
the customer is speaking with the agent

The Agent will ask why(reason) the customer is waiving the fee and save it to Agent scripting windows

result will be saved to communication history log

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