Currently, there is a popular need to streamline the process of handling multiple user inquiries. However, for this use case, we are focusing primarily on resetting account credentials. At this time, the process of resetting credentials is unstructured, completion time is varied, and generally isn’t very efficient. As a solution, we aimed to solve those issues through the capability of two methods, via chat or by phone. This use case ultimately addresses the following key issues:
: As previously stated, the completion of a request isn’t consistent. It can get processed immediately, or take a couple of days to complete. Through this use case, we aim to significantly reduce that variance.
: Currently, there is no standard procedure in place to process requests, which in return causes lots of inefficiencies. We aim to create a standard procedure all users should follow which will reduce confusion and increase efficiency.
: Currently, users must go through hoops and boundaries to have their credentials reset. We aim to put into place 2 methods—chat and phone—to allow a user to self-reset their credentials. Users would be able to easily initiate this process wherever they are.