Client: Rajiv Kumar, Head of Customer Experience, NBFC bank in Tamil Nadu
Challenge:Bank’s support team faced a significant workload due to high volumes of customer inquiries related to account information, loan eligibility, and transactions. The support team found themselves overwhelmed by the repetitive nature of these requests, which created delays and frustrated customers who expected quicker responses. This challenge not only impacted the bank’s operational efficiency but also strained their ability to deliver a seamless customer experience.
With traditional support processes proving costly and ineffective in managing such volumes, the bank recognized the need for an AI-powered solution that could handle repetitive inquiries efficiently. The goal was to streamline support operations, meet customer expectations for real-time assistance, and allow human agents to dedicate more time to high-priority cases that required personalized help.
Solution: Aisa-X rolled out a specialized AI assistant designed to handle banking inquiries. This assistant autonomously resolved 40% of basic customer queries, offering customers an easy self-service option while freeing human agents for complex issues. Data revealed that 60% of users preferred this self-service over traditional support.
Implementation Phases
Deploy Aisa-X for Banking Support
Introduce Aisa-X as a dedicated AI assistant to handle banking-related inquiries.
Train with Financial Knowledge Base
Use account, loan, and transaction information to equip Aisa-X with financial service expertise.
Integrate with Core Banking System
Set up secure API access for Aisa-X to respond to common account and transaction inquiries.
Customer Self-Service Portal
Activate self-service options to enable customers to check balances and loan status independently.
Connect to Customer Support CRM
Link Aisa-X with the CRM for better tracking of customer inquiries and support history.
Escalation Path for Complex Cases
Implement a system for routing complex cases to human agents, ensuring seamless support.
Results: The Bank experienced a 60% reduction in average handling time (McKinsey), with first-call resolution rates improving by 33%. Support costs dropped by 80%, allowing the bank to direct savings towards customer loyalty initiatives, which enhanced satisfaction and retention by 15%. Aisa-X is now a key player in the bank’s customer service framework.
- ⏳ Handling Time: 60% reduction
- 📊 Resolution Rates: 33% improvement in first-call resolution
- 🏦 Cost Efficiency: 80% lower support costs
- 🤝 Customer Retention: 15% increase
ABOUT AUTHOR
Venkateshkumar S
Full-stack Developer
“Started his professional career from an AI Startup, Venkatesh has vast experience in Artificial Intelligence and Full Stack Development. He loves to explore the innovation ecosystem and present technological advancements in simple words to his readers. Venkatesh is based in Madurai.”
