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About Customer

NIC ASIA Bank is one of Nepal’s leading commercial banks, formed through the merger of NIC Bank and Bank of Asia Nepal in 2013. The bank provides a wide range of banking services, combining strong digital capabilities with an extensive branch network to serve its diverse customer base of over 3 million.

Customer Objectives

  • Improve the availability of banking services both online and through physical branches, offering customers a seamless experience across channels.
  • Create a unified platform for all banking services, simplifying customer interactions and ensuring a one-stop solution for various needs.
  • Leverage technology to automate and streamline core banking operations, reducing manual processes and enhancing service delivery speed.

Our Solutions

Floatbot.AI successfully deployed an advanced FAQ Chatbot for NIC Asia. The bot was powered by our RAG Cognitive Search and went live within 12 weeks of finalizing the client’s business priorities and needs. The FAQ Chatbot was implemented across multiple digital platforms, including the bank’s website, mobile apps (Android & iOS, and popular messaging channels such as Viber, Facebook, and WhatsApp. It successfully retrieved data from unstructured sources to instantly respond to dynamic user queries, reducing customer wait time and enhancing service efficiency.

Our solution was securely and efficiently integrated with NIC ASIA’s core banking system, with high-level security measures, including OTP-based verification & PII redaction. For more complex queries, our solution offered seamless transfer to a live agent, ensuring a smooth customer experience.

Multilingual Support

Our solution offers seamless multilingual communication, ensuring accessibility for a diverse customer base and providing inclusive customer support. We are currently working on implementing Nepalese language for Phase II.

AI-Driven Knowledge Base Optimization

The FAQ Chatbot continuously learns from user interactions, optimizing its knowledge base over time to deliver more accurate responses and improve overall service quality.

24/7 Availability

With the implementation of the FAQ Chatbot, NIC ASIA now provides roundthe- clock assistance to customers, enhancing service accessibility and reducing reliance on human agents.

Scalable Solution

The bot is designed to scale with the bank’s growth, handling an increasing volume of queries and transactions without compromising on response time or quality.

The Results

Core Banking Transactions

21%+ Core Banking Transactions processed through the Chatbot within 1 year of launch

Average Response Time

<650 ms Average time taken to respond to user queries

Accuracy

94.5%+ High-level accuracy in providing responses

  
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