Travel Notes Chat Flow

CHAT FLOW VARIES BUT THIS IS THE GENERAL FLOW

//Opening Bank//

Hi! This is $!{operator.nickname}. Thanks for messaging with me today, here at Ally Customer Care. How may I help?

//Opening AI assist//

Hi! this is $!{operator.nickname} . Please allow me 1-2 minutes to review your previous conversation with Ally Assist.

//Depends if Ally Assist weren't able to assist customer question accurately.//

(I apologize for Ally Assist inaccurately responding to your message. Don't worry, Ally Assist is always learning and adapting to our customers, and will use your experience to improve future interaction. )

Thanks for reaching us regarding this matter and I appreciate your patience, {customer name}. It seems that you are going out of the country and wants to use your debit card. Rest assured that you have me here and will do my best to assist you!

//Presign//

I'll ask you few questions along the way in order for me to address your inquiry easier and process your request as quick as possible. Would that be fine with you, {Customer's name}?

//Probing//

Perfect! Do you want me to place a travel note on any of your Debit Card that you'll take with you to minimize the chances of it being declined while travelling?

That sounds great and I'd love do put a travel note on your Debit Card(s)! For now, may I know which country you are travelling to or through?

Thanks for that information. Your trip sounds exciting, I hope you make your every single day count while you're in {Travelling Country}!

IMPORTANT!!!!!!

Please read KA: Online Banking – Blocked Countries

IF CUST IS TRAVELLING TO A BLOCKED COUNTRY, PROVIDE DISCLOSURE.

Ally Bank must abide by the Office of Foreign Asset Control (OFAC) rules and regulations regarding restricting any payments originating or being conducted within sanctioned countries. Due to this rule, as well as overall online security, you may not be able to access your account via online banking or use your debit card while you are in one of these countries.

//Discovery//

Got it! Can you also confirm the last 4 digit of the Debit Card that you'll be using during your trip?

Nice! Can you also provide the start date and expected return date of you trip? Please type in this format mm/dd/yyyy - mm/dd/yyyy. Thank you!

//Hold//

Thanks for the cooperation and I appreciate you for being patient with me. I'll process the travel notes on your card(s) now. and I want to ensure you that your request to process with accuracy. I need {hold period} to do the process. Would that fine with you, {Customer's name}?

NAVIGATION

PV > Card section > Select Card Actions > Manage Segmentation > Segmentation Assignments > Assign Segmentation Page > Request Start and End date from customer > Segmentation drop down menu > Region > Calendar > choose start date, end date, time zone(always ET)> if start time is today +1 min, If future then choose 12:00AM, end date is always 11:59PM> SUBMIT

//Disclosure//

While I'm doing the process, please keep note on these important information while using your Debit Card during your travel:

An International Transaction fee is charged on any transaction originated by a merchant, terminal, ATM, or Network NOT in the United States. It is charged by the network provider(e.g. MasterCard) of Ally's Debit Cards. The fee is 1% of the transaction amount as stated on Ally's Deposit Agreement. Also, it will NOT be refunded.

In addition, Allpoint ATMs are available outside of U.S. in Canada, United Kingdom, Puerto Rico, Australia, and Mexico. If you are travelling in the stated countries outside U.S., you can use the ATM locator on Ally.com and mobile App. Also, you can find Allpoint ATMs at www.allpointnetwork.com. Any transactions you performed with Allpoint ATMs are surcharged free. Lastly, MoneyPass ATMs are NOT available outside U.S..

If you need to reach us while outside U.S., you can contact Ally's international phone number through 1-757-247-2559. You can also collect or contact us via Chat, mobile App or Secure Messaging. If you contact us online while travelling, please be advised that the multifactor authentication security code can only be sent to a U.S Phone number that is not VOIP/internet-based number.

How's these information sounds?

There you go! Thanks for waiting, {Customer name}! I have now successfully placed a travel note on your Debit Card(s). The duration of the travel note on your Card(s) is mm/dd/yyyy - mm/dd/yyyy.

Sounds good?

//Summary//

Excellent! To sum up what we have discussed and did, you are going out of country and wants to use your Debit Card(s) so we placed a travel notes on your debit card to reduce the chance of your Card to get declined.

//Preclose//

I want to make sure that I have addressed all your inquiries and/or requests. While you're still connected with me, {Customer's name}, is there anything I can help you with?

//Closing//

If there's nothing else, it was a pleasure chatting with you today, {Customer's Name}! Please also remember we are available 24/7 to assist you with your online banking needs at Ally.com, or by phone at 1-877-247-ALLY (2559). Thank you for your time and patience with me.

If you have time, there will be a brief survey after we disconnect about your interaction with me today. We value your feedback and appreciate any you have to offer.

Thank you for contacting Ally Customer Care, bye for now and have a great day ahead, {Customer's name}!