Updated: Sep 6
Our client is an India-based comprehensive financial services provider with AUM of $9+ Billion, offering finances, loans, investment advisory and more. They were struggling to provide consistent, omni-channel customer engagement across all the key touchpoints. Besides, a long Average Handle Time (AHT) at call centers and manual intervention was lowering customer satisfaction.
Deployed a Conversational AI platform, including:
A virtual assistant on the website and mobile platform to meet the needs of various financial products and services.
Automated the processes for applying and tracking loans for new and existing customers.
Ability to make EMI payments online.
The implementation of the conversational AI allowed loan requests per month to go beyond $150 million. More than 70 thousand customers have interacted with the platform and more than 600 thousand interactions have been processed.
Self service accuracy was 99.67% and this led to a 52% increase in customer engagement.