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About Customer

UCO Bank, originally known as United Commercial Bank, is a prominent public sector bank in India, founded in 1943 in Kolkata. Following the significant merger of Indian PSU banks in 2020, UCO Bank emerged as the 10th largest public sector bank in the country. Over the years, UCO Bank has built a strong legacy in providing a wide range of banking services to both retail and corporate customers, with a focus on financial inclusion and customer satisfaction

Customer Objectives

  • Effectively manage the high volume of traffic across digital platforms was a key priority
  • There was a strong focus on digitizing products and services to enhance accessibility and streamline operations
  • Serve a large customer base efficiently while maintaining cost-effectiveness.

Our Solutions

Floatbot.AI successfully deployed a comprehensive solution for UCO Bank in just 14 weeks. This included Omnichannel Chatbot with Live Chat, Co-browsing, Audio or video calls, and Voicebot to provide a seamless customer experience. The solutions were made bilingual, allowing UCO Bank to effectively serve a wider audience and cater to the diverse needs of their customers.

  • Omnichannel Support
    Comprehensive Omnichannel chatbot was implemented to reach customers on multiple digital channels, along with Live chat, Co-browsing and Audio or video calls
  • AI-Powered Voicebot
    Advanced human-like, low-latency voicebot efficiently managed a wide range of customer queries, offering quick, accurate, responses
  • Seamless Agent Handoff
    Complex queries were effortlessly transferred to human agents, ensuring customers receive personalized support when needed.
  • Bilingual Accessibility
    Available in both English and Hindi, ensuring UCO Bank can serve a diverse and broader customer base with ease.

The Results

Account-related services were used 7,000+ times in just three months, indicating high engagement with key banking features.

The platform recorded 100K sessions, with more than 92,000 unique users in the first seven months of launch.

User queries were responded to in under two seconds, ensuring a swift and seamless experience.

Average Handling Time (AHT) was reduced by 26%, demonstrating significant improvements in operational efficiency.
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