About client
The first payments bank to go live with 410 branches and more than 25,000 banking points on day one.
The client has a huge customer-base who resides in tier-2 and tier-3 cities of India where the banking knowledge is less, the client helps to provide the banking services to these SMEs with the help of appointing business correspondent and are provided great attractive commission on every transaction.
Challenges
- High volumes of requests from merchant/customers to customer support causing longer TAT and frustrated customers
- Digitization of the paper-based approach and information (process) beginning from the on-boarding to the merchant management stage
- Navigating pages on the website to get information on products, processes, and services
Solution
- Automation of life-cycle stages of Merchant, helping in hassle-free onboarding and query resolution
- Multilingual support of languages such as Hindi and Hinglish to help customers conversate in tier 2 and tier 3 cities in their own regional language
- Assistive and Conversational AI-based Interface designed for ease of use and quick solution to customer’s queries
- No-Code Workflows enabled the support management team to easily add and amend use cases without any coding
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
40% of Inbound queries automated
Reduction in time to get the query response <1 Min
Paper-less approach: digitization of a merchant’s lifecycle processes provides easy access to solutions with simple screen taps
