Bank Branches
Retail banks handling branch enquiries, appointment intake, facility faults and after-hours ATM incidents across the network.
The Challenge
Branch call volume
Branch phones are constantly engaged — customers waiting on the line abandon and complain online.
ATM & security escalations
ATM outages, tamper alarms and after-hours access must reach the right team in seconds.
Regulator-grade audit trail
HKMA supervisory expectations require full trace on every customer contact.
Our Solution
01 / 03
Per-client hotline on one platform
Each client site gets its own script, SLA, contacts and reporting — while operations stay on one unified platform.
- Answered in under one ring
- Structured intake with context
- Full audit trail
- urgent09:22
Incoming call — high priority
Auto-classified
- in progress09:18
Incoming call — routine
Auto-classified
- new09:12
Incoming call — new
Awaiting dispatch
- resolved08:47
Case closed
Follow-up sent
02 / 03
SLA-aware dispatch
Dispatch uses live technician availability and SLA priority — high-risk cases are auto-escalated to duty manager.
- Answered in under one ring
- Structured intake with context
- Full audit trail
On-call engineer
ETA 8 min
Cleaning team
Deployed
Security patrol
En route
Duty manager
Monitoring
03 / 03
Per-client reports on autopilot
Monthly client reports (SLA attainment, tickets by category, at-risk cases) generated automatically — ready for contract review.
- Answered in under one ring
- Structured intake with context
- Full audit trail
96%
SLA met
4.2 min
Avg response
103
Closed
- Critical case — 12 minSLA ✓
- Routine — 34 minSLA ✓
- Escalated — auto-notified✓
Compliance & Standards
HKMA supervisory guidance
Customer contact handling aligned with HKMA supervisory expectations.
PDPO
Customer data handled under strict privacy controls; no account or credential capture in voice.
ISO 27001 aligned infrastructure
Data hosted with enterprise-grade information security controls.
The Result
900+
Branch calls handled monthly
50+
Branches on one platform
100%
HKMA-ready audit trail
Frequently Asked Questions
Every branch call, answered.
See how Routiq AI handles branch enquiries and ATM incidents with an HKMA-ready audit trail.
Other industries we serve
Residential Property Management
Estate management companies, apartment buildings and housing communities — where every resident call becomes a resolved case, without growing the front-desk roster.
Commercial Building Management
Office towers, business parks and corporate buildings — every tenant service request captured, dispatched and SLA-tracked.
Shopping Mall Operations
Mall operators handling tenant requests, public-area issues and emergency cases across high-traffic environments.
Mixed-use Developments
Developments that combine residential, office, retail and hotel zones — where each call needs to reach the correct operating team, not the wrong one.
Industrial Building Management
Industrial buildings, logistics centres and workshops — where downtime on utilities and access impacts every tenant's operations.
Hotel Building Operations
Hotel engineering, facilities and guest-services back-of-house — where a delayed response becomes a bad review by morning.