Canara Bank Automates 10,000+ Calls Per Month & Reduced AHT by 24% with Voicebot, Enhancing Support for Senior Citizens

About Customer

Canara Bank, a prominent Indian public sector bank headquartered in Bangalore, India, was nationalized in 1969. It serves a vast customer base across all Indian states and Union Territories, with a network comprising 9,585 branches and 12,120 ATMs.

Customer Objectives

• Simplify interactions for senior citizens, focusing on accessibility, ease of use, and empathetic support.
• Minimize dependency on human agents, ensuring faster and cost-effective support. Leverage technology to automate and streamline core banking operations.
• Implement customer-friendly automation to handle incoming customer queries efficiently.
• Optimize workflows to improve overall productivity and service quality.

Our Solutions

Floatbot.AI successfully deployed a cutting-edge LLM-powered Voicebot for Canara Bank within just 12 weeks of finalizing the client’s requirements. The solution delivered a seamless and intuitive user experience, featuring advanced bot interruption capabilities, zero hallucinations, and lightning-fast response times of less than 1 second. The Voicebot was seamlessly integrated with the bank’s CCaaS and Core Banking System, enabling it to draw insights from over 200 web pages and 1000 documents in the knowledge base.

This comprehensive integration ensured accurate, real-time responses to customer queries, significantly enhancing service efficiency and reliability.

• Streamlined Customer Interactions
  A single touchpoint for multiple services and complaint docketing simplified customer experiences.
• Reduced Wait Times
  The Chatbot significantly reduced wait times, ensuring customers experienced fast, uninterrupted support, resulting in higher CSAT.
• Context-Aware Conversations
  The Chatbot delivered intuitive, contextaware conversations, effortlessly guiding customers to solutions.
• Seamless Agent Handoff
  Complex queries were efficiently routed to human agents, maintaining service continuity.

The Results