The client is a diversified financial services firm in India offering retail and institutional broking, wealth management, investment banking, asset management, and lending services. Known for its robust equity research, client covers over 250 companies across sectors. The company also provides private equity and real estate investment opportunities.
Objective
The client wanted to enhance the efficiency of the Customer Service Executive (CSE) by implementing Email bots (AI Agent). These bots will process emails received and respond to customer requests.
Challenges
CSE receive 80,000 emails per month. It’s difficult to process the volume of emails by the human agents with accuracy. They want to reduce the dependency from various team
Innovation Accelerator Deployed
- AI AGENT DEVELOPMENT (Platform /Bespoke): An AI platform is deployed which will accurately categorize the email and send correct response to the customer.
- Automated Email processing: Analyze the mail, find the intent and sentiment of the mail, categorize the mail, get correct data from the backend, compose and send an accurate email for the customer.
Benefits Delivered
- Cost Savings and Resource Optimization: Reduced dependency on human agents for email processing, leading to an estimated 40% decrease in operational costs associated with email handling.
- Increased Accuracy and Consistency: AI-driven sentiment analysis and intent recognition improve the accuracy of responses, reducing errors by up to 70%, which minimizes follow-up interactions and boosts customer trust.
- Scalability and Handling High Volumes: Capability to process 80,000+ emails monthly without additional staffing, ensuring that customer service operations can scale effortlessly to meet demand spikes.
