About Customer
Union Bank of India is an esteemed public sector bank in India. It is the first largest public sector bank in the country to have implemented 100% core banking solution.
Customer Objectives
- Enable swift and secure blocking of credit and debit cards upon customer request, minimizing the risk of unauthorized transactions and enhancing account security.
- Streamline the complaints handling process, ensuring timely resolution of customer issues and complaints
- Enable customers to easily avail doorstep banking services, providing convenience and accessibility
Our Solutions
Floatbot.AI deployed GenAI-Powered Voice-Based Real-Time AI Agent Assist for the client in 14 weeks. The setup, deployed on a private instance within a public cloud, integrates with Genesys Cloud and supports a 35-agent operation. It leverages information from over 500+ web pages and 15+ data sources in the bank’s knowledge base. By integrating with the Core Banking System, it significantly enhanced the productivity of agents in handling customer queries.
- Effortless card blocking
Customers initiated card blocking requests through natural language commands during phone calls. The requests are processed in real-time, verifying customer identity and initiating the blocking process seamlessly with the help of AI Agent Assist
- Streamlined Complaint Handling
AI Agent Assist offered real-time suggestions and nudges to human agents, enabling them to streamline the complaints handling process. It actively listened to calls, comprehended customer conversations, and provided instant guidance to resolve issues promptly
- Avail Doorstep banking
AI Agent Assist empowered agents to swiftly provide customers (especially senior citizens) with information on available doorstep banking services, their locations, and the process for availing them. This streamlined assistance ensured efficient customer support and enhanced overall satisfaction of senior citizens.
- Ensuring Regulatory Compliance
AI Agent Assist guided agents to adhere to regulatory requirements and standards during interactions, minimizing compliance risks. It swiftly detected and flagged inappropriate behaviors, ensuring compliance with industry regulations and internal policies.
- Multilingual Support
AI Agent Assist, which supports both Hindi and English, catered to a wide customer base, ensuring effective communication and higher CSAT.
The Results
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Faster Complaint Handling
45% faster Customer Complaint Handling Process through assisted Agent response using knowledgebase & past cases
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Accuracy
95% accuracy in response recommendation to Agent
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Reduced AHT
27% overall reduction in Average Handling Time (AHT)
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