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
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Channel Handling & Deflection
The AI Agent (GenAI Chatbot) handled and deflected 24%+ of the total volume across all channels.
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User Engagement
Users engaged in over 38.7 million sessions, with an average of more than 3 sessions per user.
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Quick Response Time
Queries were answered in less than 300 milliseconds, ensuring fast service.
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Accuracy
Achieved over 90% accuracy in responses, making sure of high quality interactions.
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