Leading Public Sector Bank
Leading public sector bank were facing a problem. They serve millions of customers on a daily basis, and delivering the best banking experience has become one of the core differentiators for them. Bank faced issues in solving customers’ queries quickly or categorizing the inquiries raised by them. It needs a lot of human interaction at each step which results in less efficiency, intra-channel dependency and high turn-around time
Average TAT for a customer query is higher
Classifying inquiries into a lead/complaint/feedback etc. is time-consuming.
High-cost in maintaining customer-service centres
Time-consuming repetitive inquiries
The goal was to build a chatbot to help the bank in enhancing their customer experience functions and to increase engagements. The platform was designed to reach customers in real-time, categorize their queries and resolve them.
Our solution automates response for all repetitive queries. Nearly 75% of customer queries were repetitive
Categorized inquiries into leads/complaint/feedback
Automate a voice call to relevant leads and onboard them, send alerts and notifications
Reduce TAT and the need for human intervention
Enabled voiced-based bots to deliver voice-enabled responses
Bots are enabled with multilingual features and support English, Hindi and many regional languages
Omnichannel experience irrespective of the channel i.e. social media, web etc
Get In Touch With Us