Mobile Banking

Submitted byRahul Kanekar

Introduction• Mobile banking - the use of mobile phones to make

financial transactions. • Now days most of the banks offer mobile banking

service through various channels. It includes Banking transactions such as balance enquiry, fund transfer, bill payments, mobile topups etc.

• Using the service, one can access his/her bank accounts at their fingertips, anytime, anywhere. That is why it also known as a convenience banking.

• In order to use the banking services the customer should be aware of these services.

Technologies for Customer

SSMS IVR USSD2 WAP J2ME S@T All Handsets

All Handsets

95% Handsets

Only GPRS/3G

Java Enabled Phones

Almost all SIM cards

• Considering the reach and the effectiveness the IVR and USSD technologies ahead of all the other.

• IVR will be very effective as the person from any region in India can learn mobile banking in his/her own language. IVR system that can support all the 22 Indian Regional Languages.

• USSD provides the Interactive way of learning even on low end mobile phones.

Design of IVR (Interactive Voice Response) System• Interactive voice response (IVR) is a technology that allows a

computer to interact with humans through the use of voice and DTMF tones input via keypad.

• IVR allows customers to interact with a host system via a telephone keypad recognition, after which they can service their own inquiries by following the IVR dialogue.

• IVR systems can respond with prerecorded or dynamically generated audio to further direct users on how to proceed.

• IVR applications can be used to control almost any function where the interface can be broken down into a series of simple interactions.

• IVR systems deployed in the network are sized to handle large call volumes.

IVR Call Flow

Use Case Diagram: Activity Diagram:

Sequence Diagram:

Deployment Diagram :

Design of USSD System• Unstructured Supplementary Service Data (USSD) is a protocol

used by GSM cellular telephones to communicate with the service provider's computers.

• USSD can be used for WAP browsing, banking services, mobile-money services, location-based content services, menu-based information services, and as part of configuring the phone on the network.

• USSD messages are up to 182 alphanumeric characters in length. Unlike Short Message Service (SMS) messages, USSD messages create a real-time connection during a USSD session.

• The connection remains open, allowing a two-way exchange of a sequence of data. This makes USSD more responsive than services that use SMS

USSD Gateway

Proposed USSD Interaction:

Use Case Diagram:

Activity Diagram:

Sequence Diagram:

Deployment Diagram:

Content for IVR Application(Script): Call IVR System Number.. To listen again press 1, for language options press 2 and to continue in English press 3. For Mobile banking services press 1 For basic requirements of mobile phone press 2 For different channels of communication press 3 For Registration press 4 For application download Press 5 For Security press 6 For Complaints redressal press 7 For Dos and Don’ts press 8 Press 9 for going back

Examples :

1. Mobile Banking ServicesPress 1 for Balance enquiry2 for Mini Statement3 for Fund Transfer4 for Mobile Top-up5 for Bill Payments6 for Merchant Payments9 back

1. Balance Enquiry1 for Application Based2 for SMS Based3 for USSD Based9 back

1. Application BasedSelect Balance Enquiry option in mobile banking applicationEnter m-pinGet the message showing account balance.

2. SMS BasedSend sms <BAL> <A/C No.> <MPIN> to 12345

3. USSD Based

How to Register

1 Registration at ATM2 Registration at Branch3 Registration through Internet

1 Registration at ATMInsert Debit card into ATM of same bank.Enter PIN.Select Option ‘Mobile Registration’.Enter 10 digits mobile number.Re-enter and confirm the mobile number.ATM displays confirmation message.Confirmation SMS will be received on mobile phone with mPIN and application download link.

2 Registration at Bank Branch

Visit Branch.Submit the filled application form for mobile banking service.Confirmation SMS will be received on activation of mobile banking service with mPIN and Application Download Link on Mobile Phone.

3 Registration through Internet

Log in to your Internet Banking account on the internet banking site .Go to option Mobile Registration.Enter your 10 digits mobile number.Confirmation SMS with mPIN and Application Download Link will be received on mobile phone.

Observations and Conclusions• The use of mobile technologies such as IVR- Interactive Voice

Response and USSD- Unstructured Supplementary Service Data are beneficial for the effective customer education on mobile banking.

• IVR system allows to learn the mobile banking with multilingual support which includes English and all the 22 Indian Regional languages for all the residents of India.

• USSD System is designed in order to provide the interactive way of learning on mobile banking to reach to the maximum of the customers as it is compatible with even low end mobile phones.

Thank You