Acing automated customer engagement

Driving customer experience and potential revenue with an intelligent chatbot that leverages the AWS platform Acing automated customer engagement for a leading financial institution in India

CASE STUDY

There are 8 billion people in the world. Regardless of the slice of the population that makes up your customer base, chances are that relying on manpower alone is not providing them with an optimal customer experience. The big picture

Up to 80% of all customer queries can be handled by digital assistants.

Automating aspects of client interaction has been proven to not only improve customer satisfaction and reduce man hours dedicated to often simple, repetitive queries, but also create the opportunity to drive cross- and upselling of products, thereby increasing revenue potential. The trick, of course, is developing an AI-driven solution that delivers a human experience.

The challenge Making client interactions magical Muthoot Finance, the largest gold loan non bank financial institution (NFBC) in India, was searching for a solution that would not only address user queries, but capture user interest in the company’s products and services. Streamlining client interactions through self-help automation had several tangible benefits for both our client and their customers.

Fractal’s combination of patented natural language processing (NLP)

technology, experience with building and scaling conversational AI solutions, and previous self-service solutions for large financial institutions meant we were ideally positioned to conjure the results that met the client’s objectives.

Organizational Objectives

Customer-Facing Objectives

Improve ROI on marketing

Improve client satisfaction score (CSAT)

Reduce unnecessary telephonic interactions

Drive qualified leads

The transformative solution In collaboration with Senseforth.ai – a Fractal company – Mattu was developed using a phased approach. Pulling automation out of the hat

The transformative solution What we provided A powerful chatbot that is no illusion

Meet our assistant “Mattu”: An AI-powered virtual assistant that can chat in both English and Hindi. Mattu:

Can answer more than 250 frequently asked questions

Is available 24/7 on the web, mobile app, and WhatsApp

Has voice functionality developed by Amazon Web Services (AWS)

Assists with a variety of functions, from checking account balances to topping up loans

Is integrated with analytics tools that allow it to anticipate customer needs and deliver a highly personalized experience to every customer

The results

Fractal delivers AI solutions without the smoke and mirrors.

The immediate impact Customers have experienced significantly faster processing of queries and basic transactions. Long-term benefits Automated engagement is set to enhance revenue generation through:

Improved conversion rates

Optimized ROI on marketing initiatives

Better CSAT scores

About Senseforth

Senseforth – a Fractal company – is a leader in conversational AI technology, and has launched an AI-powered virtual assistant that leverages AWS to create a seamless experience for users. Amazon Elastic Kubernetes Service ( EKS ) creates applications that automatically scale up and down and run in a highly available configuration across multiple Availability Zones (AZs), with out-of-the-box networking and security integrations. This approach ensures that your application continues to always remain available. Amazon Relational Database Services (RDS) provides a cost-effective database, and AWS Lambda serverless, event-driven compute services lets code run for any application or backend service without provisioning or managing servers. Amazon Polly & Amazon Transcribe supports multiple languages STT & TTS modules that work in multiple locations.

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