Overview

Our client is a leading bank with several branches, in need of a chatbot for effective customer service. The bank was receiving an increasing number of queries and service requests due to the lockdown in the COVID-19 pandemic. The existing customer support team was working lower than its optimum capacity, causing higher response times.

Solution

Our team of automation experts, developers, and business analysts discussed the requirement in detail with the client’s team. We realized that relationship managers across the branches were facing communication gaps due to the lockdown. Hence, we proposed an interactive chatbot solution designed specifically for the bank, handling all customer queries.

Process

We created a customer service chatbot with all advanced features related to banking. The bot was effective in promptly resolving queries and service requests. It prioritizes and forwards queries and responds to both text and voice calls. The chatbot solution helps banks in the efficient deployment of limited staff in the pandemic.

Result

Our team was successful in delivering the chatbot solution in record time, considering that the bank was in the midst of a lockdown crisis. With this solution, response time to customer service requests reduced drastically, followed by a sharp decline in customer complaints. Customer satisfaction grew exponentially, and the bank was recognized as a digitally savvy brand.