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Case Studies Union Bank of India Reduces AHT by 27%, Improves Customer Complaint Handling by 45%, & Boosts Accuracy in Response by 95%

Union Bank of India Reduces AHT by 27%, Improves Customer Complaint Handling by 45%, & Boosts Accuracy in Response by 95%

Bolstering customer support and enhancing CSAT for a renowned public sector bank with real-time card blocking and seamless doorstep banking communication.

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

Faster Complaint Handling

45% faster Customer Complaint Handling Process through assisted Agent response using knowledgebase & past cases

Accuracy

95% accuracy in response recommendation to Agent

Reduced AHT

27% overall reduction in Average Handling Time (AHT)