Indian Overseas Bank has introduced an IoT-based customer feedback application on a pilot basis at a branch in Chennai. This is part of the bank’s ‘Customer First’ initiative. The branch will offer 3 initiatives using IoT. A sound pressure level meter has been placed at the branch service counter with a configured average decibel level. When there is an increase in the decibel measured at this counter, the system sends an alert to the branch manager as well as the designated official at the regional office, on a real-time basis. Similarly, when a customer visits the bank he or she will be provided a tablet containing a web responsive application in which he or she can submit feedback. ‘Happy’ and ‘Unhappy’ emoticons will be displayed on the customer service application. A team of dedicated customer service will monitor the feedback and redress it. Lastly, as part of redressing the grievances and improving customer service at the branch, the bank has already implemented a ‘Missed Call Feedback’ system for its customers, to give a missed call on their dedicated mobile numbers.
