A leading bank with branches spread across India needed a chatbot to enhance its customer service. The bank was experiencing a staggering rise and queries and service requests due to lockdowns prompted by the pandemic. Developed for seamless customer experiences, the chatbot promptly answers questions related to banking services and other financial queries. OrangeMantra developed a chatbot to perform routine banking work and allow users to leverage banking features.
BFSI
AI/IoT/Emerging Tech , Digital Banking & Finance
A team of automation experts, chatbot developers, customer service specialists, and business analysts discussed the requirement with the client’s team. Our team came to know that the centralized customer support of the bank was not the only team affected by the pandemic. Relationship managers deployed in various branches were also facing challenges since the communication was disrupted.
After thoroughly analyzing the client’s challenges, the team proposed a highly interactive chatbot designed for banking services. Having worked with several banks, the team had a clear perspective on the solution. The bank’s team liked the plan and the proposed capabilities. Our chatbot developers jumped into action to build the solution in the shortest time possible.
We developed a customer service chatbot with all the advanced features related to banking. The bot helped the bank’s branches across the country to promptly resolve queries and process service requests. The solution freed the bank from the need of deploying human customer service agents and tele-callers. The bot can respond to queries and process many service requests. It forwards a request only when it’s necessary. The chatbot responds to both text and voice inputs.
Our team started with requirement gathering of the client project to plan the whole development process.
OrangeMantra designed a highly interactive chatbot customized to address banking queries and service requests effectively.
The developed chatbot underwent deep testing for smooth functionality and accuracy in responding to customer needs and processing service requests.
Phased deployment of the chatbot across the bank’s branches with comprehensive training to branch staff was performed for improved customer service.
Customer service was a big challenge for the bank even before the COVID-19 pandemic. When lockdown measures started to unfold, more customers started contacting with service requests and queries. Since the customer support team of the bank was working much lower than its capacity, the response time increased dramatically. It created a sudden rise in the number of customer complaints. The bank needed to address this issue urgently.
Managing sudden growth in customer queries during the pandemic was a significant challenge for the bank’s customer service team.
Communication disruptions caused by lockdown measures exacerbated the challenges faced by relationship managers hindering customer services.
We delivered the chatbot in record time, considering the client’s urgency amid the COVID-19 crisis. The bank started seeing results immediately after deploying the chatbot. Customer service quality and customer satisfaction have improved significantly. Response time is dramatically reduced in all kinds of customer queries and service requests. The number of customer complaints saw a sharp decline following the deployment. With automation, the customer service team takes a staggering number of calls and requests. Customer satisfaction dramatically increased, especially in functions like query resolution and service requests. The bank started to build a reputation as a tech-savvy brand.
The chatbot helped client with a significant improvement in customer service quality, with faster response times and enhanced query resolution.
Customers reported higher satisfaction levels with the chatbot’s prompt and accurate responses to their queries and service requests.
The chatbot reduced customer complaints, as it efficiently handled a large volume of queries, freeing up human agents to resolve complex issues.
