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This is an adaptation of the article “We tried out the chat with a banker directly in the banking app. How does it work?” by Roman Calik from TECHBOX magazine. You can find the original here.
Roman Calik from TECHBOX magazine recently tried out the new remote support service, which has been implemented in Tatra banka’s mobile banking application.
The feature allows you to connect directly with your banker via chat, who has the ability to guide you from directly within the app.
It’s entirely encrypted, with options to communicate with the bank via chat, phone, or video call directly through the Tatra banka application. The service is currently only available to premium clients with their own personal assigned banker.
There are wide-ranging benefits of this type of communication. For example, your personal banker can contact you without the need for additional verification, and you can see when he or she is available to start the chat immediately.
You do not have to connect with your personal banker via the DIALOG service or e-mail. Instead, everything is available right there in the in-app chat logs, with all communication stored for a full year. The bank, on the other hand, stores communication for up to 10 years by law.
Beginning a conversation with your personal banker is simple. You just find the “write a message” icon in the “your personal banker” section and you are able to communicate. You will be able to see their availability thanks to a colored dot: green for available, red for away.
To improve the efficiency of the experience, the banker can ask you to view the screen of your Tatra banka application together in an interactive and fully secure environment. For this to launch, you must confirm this from your app, as you can see in the photo below.
Bankers can’t have access to any sensitive data, whether PINs or other passwords for payment cards, payment card numbers, etc. All communication takes place thanks to Unblu’s Spark8 technology, which has a registered patent for secure, remote communication.
This means that sensitive data is hidden from the banker, who will see the screen with relevant sections blurred out. As a result, you can navigate together remotely in the application with full peace of mind.
Below you can see what the communication looks like from your side via the Tatra banka application and on the banker’s side (right) from their computer.
You can call your personal banker on either a traditional voice call or via a video call, directly through the app. From there, you simply allow them access to the app and they can navigate in that environment to specifically address whatever request you may have. Besides simply being more secure, there are other interactive features in this Co-Apping software that are not available on traditional screen sharing. For example, if the banker is guiding you to click on a button in the app, they can highlight what you should click in green. Below, you can see how it looks on the banker’s side and from in the app.
Thanks to this”backlighting,” your personal banker is better able to navigate you around the app to complete your request. What’s more, you can get immediate feedback as the banker sees exactly what you click and whether you have correctly performed the steps, allowing you to carry out the intended action more quickly. It’s worth noting that, while the banker can highlight and see what you click, they don’t have the permission to do it themselves. You click or tap everything.
Furthermore, granting access to the banker is only relevant for the app itself. It does not extend to other applications on your smartphone, your photo gallery, or any other area. Simply put, your phone’s data will be entirely protected, alongside the sensitive elements present in the Tatra banka application (PIN codes or payment card numbers, etc.).
As per regulatory requirements, all communication is encrypted and recorded by the bank for audit purposes.
This remote support feature represents a new way to stay in touch with your banker. In one, single place, you can keep track of all your communication and can contact your banker directly – or they can get in contact with you. In this latter case, if your banker wants to contact you, it acts like most chat platforms. You will receive a notification alerting you that the banker is trying to get in contact and begin a chat.
Finally, the messaging service is completely asynchronous. That means that you can leave a message for the banker at any time of the day and they will answer you during their working hours. This is a great channel to ask the numerous questions you may have when taking out a loan or other involved processes that require direct communication.
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