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Case Studies India's First-Largest Public Sector Bank Achieved a Call Deflection of 24%+

India's First-Largest Public Sector Bank Achieved a Call Deflection of 24%+

A banking major in india is providing a superior customer experience to their customers with intelligent conversational AI automation

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

  • The bank wanted to manage a large number of transactions efficiently.
  • Digitalize their products and services to reach more people and save money.
  • Customers should get immediate help without waiting.

Our Solutions

Floatbot.AI deployed the GenAI Chatbot for the client in just 8 weeks:

  • Digitalization on Website & Mobile App - We implemented digital solutions on both the website and mobile app platforms, including Android and iOS, to make banking more accessible. Along with Live Chat with Co-Browsing and Audio/Video Call options, as well as Voice Channel & AI Agent Assist, ensuring real-time customer support.
  • Unified Touch-Point for Multiple Services - Our GenAI-powered Chatbot, driven by Cognitive Search, made interactions seamless and efficient. Customers now have access to various banking products and services through a single touchpoint.
  • Agent Support for Complex Queries - For more complex questions, we offered an Agent Fallback feature, allowing users to seamlessly transfer to a human agent for assistance.
  • Multilingual Support - Our services are available in nine languages, including English, Hindi, and seven regional languages, ensuring that we cater to a diverse range of users effectively.

The Results

Channel Handling & Deflection

The AI Agent (GenAI Chatbot) handled and deflected 24%+ of the total volume across all channels.

User Engagement

Users engaged in over 38.7 million sessions, with an average of more than 3 sessions per user.

Quick Response Time

Queries were answered in less than 300 milliseconds, ensuring fast service.

Accuracy

Achieved over 90% accuracy in responses, making sure of high quality interactions.