20% CX Enhancement: Redesigning Customer Engagement with AI-Powered Multilingual Chatbots
Overview: A prominent leader in the financial services
industry, the client operates an expansive network
of branches, ATMs, and international offices,
offering end-to-end banking solutions. Known for
its innovation in digital banking and technological
advancements with 22,000+ Business
Correspondents, the client wanted to meet
dynamic customer expectations and elevate its
service standards.
Objective: Remodel customer engagement by introducing a scalable, multilingual support mechanism ensuring 24/7 availability and enhanced customer satisfaction
Business Challenges
As customer expectations evolve, the client identified the necessity to continually improve their service delivery for timely
responses, and consistent support. Their primary challenges were:
Inefficient Customer Experiences: Disjointed experiences across multiple service channels
Limited Scalability: Inability to manage high interaction volumes and multilingual requirements
Resource Inefficiency: Heavy reliance on human resources for repetitive, standard, and FAQ-based inquiries.
The Solution
Recognizing our client’s need for scalable, efficient, and language-diverse solutions, we implemented an AI-powered, multilingual chatbot with NLP (Natural Language Processing) to automate responses to common queries 24/7, freeing up human resources for more complex issues. This approach involved the integration of a human-in-the-loop refinement process to streamline customer service operations and increase customer satisfaction.
Value Delivered
Our implementation of the chatbot introduced a new digital support channel for the client, transforming their
customer service operations. Our approach provided immediate assistance to customers and optimized headcount
allocation for handling standard and FAQ-based queries.
70%
Adoption of the human-less interaction platform by customers
20%
Improvement in overall customer experience metrics
Zero wait times for chatbotbased support, ensuring immediate assistance