AI assistant to empower customer’s banking experience, increased efficiency, and 24/7 personalized service.

The Process

 

The client is a leading global bank that was looking at enhancing their customer experiences, especially for query resolution process. They relied heavily on traditional methods for customer engagement and service delivery. Customers often had to navigate complex mobile apps, search for answers through FAQs, visit physical branches or wait on hold to speak with a representative for routine tasks and assistance. This experience was time-consuming and often inconvenient, leading to decreased customer satisfaction and engagement.

 

Furthermore, the lack of personalized financial advice and insights meant customers were missing out on opportunities for better financial management. The manual processes also resulted in inefficiencies and higher operational costs for banks.

 

The Solution

 

With the implementation of Aiwozo’s virtual assistant powered by Artificial Intelligence (AI) integrated with cloud technology, the banking process underwent a significant transformation. Customers gained the ability to manage their finances seamlessly, enabling 24/7 self-service for tasks such as turning debit cards on or off, checking credit limits, and searching for transactions by date, amount, or type. The AI assistant also provided personalized financial tips and actionable insights, guiding customers towards better financial decisions. This digital shift not only enhanced customer engagement and satisfaction but also improved operational efficiency by automating routine tasks and providing valuable data-driven insights.

The Outcomes

Customer query response time reduced to 0.4 seconds.

24×7 self-service support accessible by customers for basic tasks.

Customer interaction rate increased from 12% to 38%.

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Challenges Addressed

Revenue loss
Low Return on Investment
Inconsistent customer service
Customer experience
Large volume of customer queries
High volume
Low cross sales revenue
Less cross-sell opportunity
Round the clock operations
Round the clock operations
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