About client & the problem area
Client is one of India’s leading banking and financial services groups, offering a wide range of financial services that encompass every sphere of life.
Client’s call center (CEC – 1700 users) and Branch banking (BB – Pan India for all branches) team resolves customer queries.
The team used excel sheets to search for answers, manually.
This would –
- Require rigorous training for new resources
- Mean high wait time for query resolution
Challenges
- Huge banking content base which includes all processes and instruction to be followed
- Frequent changes in bank process and procedures which need to be informed and trained to all staff supporting customer queries
Solution
- Intelligent Chatbot designed to handle the huge knowledge base, enabling quick response
- Easy change management as per banking standards
- A system which can handle 1000+ concurrent user
- Easy to train new resources in less than half a week
Akshada Benke
Senior content developer- Marketing
Akshada Benke is a content marketer at engagely.ai with more than twelve years of experience in digital content marketing field. She describes herself as a Philomath. She is confident & professional in developing strong consumer-insights driven goals to build brand and relationships.
Benefits
Customer Waiting time reduced by 45%
Customer NPS increase by 34%
Training time reduced from 6 weeks to 6 days
Easy to update the internal team with new changes
No need of updating any excel and keep track of every change
