Mobile banking allows customers to conduct financial transactions through their mobile phones. Interactive voice response (IVR) and Unstructured Supplementary Service Data (USSD) are effective technologies for educating customers on mobile banking services. IVR supports multiple languages and can be used by customers anywhere in India. USSD also provides interactive learning and is compatible with basic mobile phones. The document describes the design of IVR and USSD systems for mobile banking, including call flows, interactions, and registration processes.

1. Mobile Banking
Submitted by
Rahul Kanekar

2. 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.

3. 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

4. • 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.

5. 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.

6. IVR Call Flow

7. Use Case Diagram: Activity Diagram:

8. Sequence Diagram:

9. Deployment Diagram :

10. 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

11. USSD Gateway

12. Proposed USSD Interaction:

13. Use Case Diagram:

14. Activity Diagram:

15. Sequence Diagram:

16. Deployment Diagram:

17. 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

18. Examples :
1. Mobile Banking Services
Press 1 for Balance enquiry
2 for Mini Statement
3 for Fund Transfer
4 for Mobile Top-up
5 for Bill Payments
6 for Merchant Payments
9 back
1. Balance Enquiry
1 for Application Based
2 for SMS Based
3 for USSD Based
9 back
1. Application Based
Select Balance Enquiry option in mobile
banking application
Enter m-pin
Get the message showing account balance.
2. SMS Based
Send sms <BAL> <A/C No.> <MPIN> to 12345
3. USSD Based

19. How to Register
1 Registration at ATM
2 Registration at Branch
3 Registration through Internet
1 Registration at ATM
Insert 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.

20. 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.

21. 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.

22. Thank
You