Member Get Member (MGM) AI Agent

What it does

• The AI Agent detects referral opportunities during inbound customer service interactions. When appropriate, it introduces the referral program and, if the customer is interested, collects the required referral details.

How it works

1. A customer starts a customer service interaction with the AI Agent via WhatsApp or the chat embedded in the bank's mobile application or web application.
2. The AI Agent performs real-time sentiment analysis and considers the customer's products, lifecycle stage, engagement history, and eligibility for Member Get Member (MGM) campaigns, introducing referral offers only to the most satisfied customers.
3. When appropriate signals appear—such as customer satisfaction, successful issue resolution, or interest in the bank's products—the AI Agent naturally introduces the referral program without interrupting the original customer service interaction.
4. If the customer is interested, the AI Agent collects the referred person's contact details, sends a personalized invitation, registers the referral, and records it for automated reward processing once the referral conditions are fulfilled.
5. The AI Agent can answer questions about the referral program, eligibility criteria, rewards, and campaign terms.
6. Cases requiring manual review are seamlessly escalated to a human agent, who receives the complete conversation history together with an AI-generated summary.

Result

• Referral opportunities captured naturally during existing customer service interactions.

• Higher referral participation with no additional marketing effort.

• Measurable ROI through tracked conversions and automated reward processing.