The Mortgage Smart Skills are eligible to fulfill critical customer support queries. The Smart Skills are selected based on market research and user behavior of the retail vertical.

Check Loan Application Status

The Bot will assist the user in fetching all open loan applications. The bot will initially authenticate the user, where the user will have to select the application for which they want to know the status. Once the loan application is selected, the bot will fetch the status of that application and will share it with the user. 

Name of the skill on Conversation Studio - check loan application status

Purpose of the skill: This Smart Skill is designed to track the status of the user's Current Loan Application.

What’s the design template going to look like?

This skill is designed to keep in mind quick resolution & added value to the user. Please reach out to the Conversation Designer to get access to the design lucidchart or PDF.

Requirements

The business has 1 API already developed with them:

• Fetch loan application status based on the application number.

Limitations

This is a no-code Smart Skill if the APIs are developed to match the API structure added to the Skill. If you have any additional rules or logic to be implemented for your use case, you will have to make changes to the Smart Skill accordingly (read more in the changes section). If you want to add further APIs, you will have to add more Steps to this Smart Skill.

How to use the skill?

• Select the option “Track My Application” from the menu on the bot window.
• The user will be greeted with a Bot Response and will be asked for their mortgage application number in the alphanumeric form for authentication.
• After entering the mortgage number, the user will be prompted to enter their date of birth.
• After the user has entered their date of birth, they will have to enter their full name to finish the verification process.
• Once the bot has received all these details as input, it will check for the current loan application status of the user in the API and will respond back accordingly.
• This response can contain 8 different versions -
  • Record not found.
  • API failure.
  • API timeout.
  • Application under review.
  • Need additional documents.
  • Documents reviewed.
  • Application approved.

How to make changes to the skill?

What are all entities?

• take_dob - This system entity is used to input the user's date of birth.
• input_first_name - This regex entity takes the users' first name.
• application_no - This regex entity is used to take the loan application number in alphanumeric form.
• bot_flush_exception_list - This entity is useful to get rid of any previous entities which are not required.

API calls are made on 1 Code Step in the skill

Name of Step: final_response

• Section 1: Contains the main function code body.
  • Gets body and entities object from the event body to be used in processing the data.
  • Calling the get_application_status API function in order to fetch the application status from the backend.
• Section 2: Contains the get_application_status API function code body.
  • Can be used to change METHOD_TYPE, BASE_URL, and API_URL of the API.
  • Can be used to configure the API payload details.
  • Can be used to configure the API headers details.
• Section 3: Contains the get_final_response function code body which can be used to configure final response variables which need to be passed to the corresponding Output Steps.
• API Format:

  Request Payload	API Response
  { "policy_number": " ", "date_of_birth": " " }	{'status': 'doc_review'}

How to analyze your skill post go-live?

To track the usage of this skill on your virtual assistant, you can create Smart Funnels on the Intelligent Analytics tool. It will be able to tell you how many users are able to track their orders. You can learn more about Smart Funnels, here.

Smart Funnel suggestion: How many users were able to check the loan application status successfully?

• Funnel

  • Start point: start_node
  • Endpoints:
    • under_review.
    • awaiting_doc.
    • doc_review.
    • home_appraisal_title_search.
    • application_approved