Your Partner Through The Digital Age

Your Partner Through The Digital Age

All Case Studies
All Case Studies

Conversational AI To enhance Agent Training & Productivity

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


  • 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


  • 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 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.


  • 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