We often see cases where customers being helped need to submit documents, photos, screenshots or other data as evidence in their particular case. It seems unnecessarily frustrating to have to wait in a long queue to connect to an advisor who can then receive data. In the old days, of course, we’d just have rattled off an email, but that channel appears to have been closed.
The current chatbot already kicks off with a number of questions, so it should be simple enough to clone the bot to create one that asks for, say, a name, an account number and a case number (and whatever other details the identity/confidentiality/fraud police may require) before opening the possibility of uploading files - limited, of course, to certain file types. A quick confirmation of receipt would then close the channel.
The files should of course be automatically routed to whoever owns the case.
