Millions of conversations
Lower support costs
Countless queries answered
Faster implementation time
The challenge
HDFC Bank’s customer service challenge
HDFC Bank Limited, one of India’s leading banking and financial services companies, faced challenges in scaling its contact center to match rapid growth. With increasing customer inquiries, the bank needed an efficient solution to enhance service without overburdening its support teams.
Key challenges
Scaling customer support to meet growing demand
Reducing response time while maintaining service quality
Implementing a self-service solution for instant query resolution
The solution
Revolutionizing customer support with AI
AI-powered assistance
Launched Electronic Virtual Assistant (EVA) for instant support
Trained for 8,000+ banking scenarios
Integrated AI-driven NLP
Continuous improvement
Enhanced responses via feedback
Expanded to English and Hindi
Achieved 85% accuracy
Implementation approach
1
Knowledge sharing
Structured FAQs for accuracy
Improved responses with user feedback
Trained EVA for banking queries
2
AI enhancement
Used Natural Language Processing (NLP) for better accuracy
Analyzed chats to refine replies
Expanded EVA’s capabilities
3
Deployment and impact
Integrated across banking channels
Cut support costs, boosted efficiency
Handled 2.7M queries in 6 months
The impact
Transforming customer support with AI-powered efficiency
Immediate impact
Handled millions of conversations
Reduced overall support costs
Improved response efficiency
Ongoing benefits
Addressed millions of queries
Cut implementation time by 70%
Maintained high accuracy levels
Long-term value
Enhanced self-service capabilities
Improved customer satisfaction
Streamlined banking operations
Looking ahead
Expansion
Scaling AI capabilities to handle more complex queries
Enhancement
Continuous improvements in accuracy and response time
Innovation
Integrating advanced AI for a more personalized experience
