CUSTOMER STORY

From HTS install to MTS authentication, lowering the digital barrier for investors

When customers struggle with HTS installation, joint-certificate registration, security-program conflicts, or order-screen settings, the agent acts step by step while viewing the actual screen. On mobile, common sticking points—app permissions, importing certificates, notification settings—are checked together and resolved without a callback.

ClientHana Securities

ProductANYSUPPORT · PC + Mobile

Use TypeFinance · External support

BACKGROUND

Background

UsersHTS/MTS customersDigital agentsSecurity/IT staff

Challenge

Sticking points differ by customer: HTS/MTS install, certificates, security modules, order-screen settings.

Key Objective

For investment features, the agent must not act on the trade and should keep strictly to technical usage support.

After

More active digital channels
Stronger support for novice/older investors
Keep consultation, action, and completion data as standard records for operational improvement

SCENARIO

Remote Scenario

HTS/MTS customer

Receive customer inquiry

Inquiry no. · consent

Digital agent

Identify HTS/MTS environment

Session ID · agent

Digital agent

Approve secure connection

Issue type · action log

Security/IT staff

Support install, cert, settings

Approval · handoff · change

Detailed Scenario

When customers struggle with HTS installation, joint-certificate registration, security-program conflicts, or order-screen settings, the agent acts step by step while viewing the actual screen. On mobile, common sticking points—app permissions, importing certificates, notification settings—are checked together and resolved without a callback. For investment features, the agent must not act on the trade and should keep strictly to technical usage support.

OPERATION

Security Controls

Prior consent from customer or user
Role-based agent access
Screen limit/masking on sensitive-input areas
Audit of session and action logs

Operational Risks

Customer anxiety about remote support
Risk of exposing sensitive-input screens
Ending sessions without confirming completion

PERFORMANCE

Recommended KPIs

Average handling timeBaselines and targets to be set from real operational data

Remote consultation completion rateBaselines and targets to be set from real operational data

Repeat-inquiry rate (same cause)Baselines and targets to be set from real operational data

Digital channel completion rateBaselines and targets to be set from real operational data

Rollout Phases

1. Design

Define external-support targets, consultation scope, connection paths, and agent groups.

2. Apply

Deploy ANYSUPPORT in the PC+Mobile environment and validate operating scenarios with representative inquiry types.

3. Optimize

Analyze consultation data around average handling time and remote completion rate, and expand standard playbooks.

From HTS install to MTS authentication, lowering the digital barrier for investors

Background

Challenge

Key Objective

After

Remote Scenario

Receive customer inquiry

Identify HTS/MTS environment

Approve secure connection

Support install, cert, settings

Detailed Scenario

Security Controls

Security Controls

Operational Risks

Recommended KPIs

Rollout Phases

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