Introduction
Manpower alone can’t ensure optimal customer experience
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.
Enhancing client interaction with AI
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 received customer queries can be handled by digital assistants.
Leveraging NLP and AI for client’s objectives
Our 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.
Challenge
Transforming client engagement
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.
Solution
24/7 AI assistant for personalized, multilingual banking
In collaboration with Senseforth.ai – a Fractal company – Mattu was developed using a phased approach. Our powerful virtual AI assistant Mattu –
The result
Faster queries and automation drive conversions, ROI, and CSAT
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.