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TruAI Improves Customer Services For A Leading Bank

Client

India’s largest private sector bank with a network of 4,867 Branches and 14,367 ATMs across India. The client offers a wide range of banking products and financial services to corporate and retail customers

Industry 

Banking & Financial Services

Region

India

1-2346

Challenges

The client received more than 10,000 emails on a daily basis and it was difficult for them to acknowledge all the emails. The emails weren’t prioritized on the basis of their importance and many emails were left ignored.

The client wanted to automate the entire process to avoid long turn-around-time and the resulting negative impact on the bank’s relationship

Solution

After a detailed analysis of the customer’s work flow and their requirements, Datamatics proposed its Artificial Intelligence (AI) based solution, TruAI to tap customer sentiment and trigger Robotic actions for further processing.

The entire process was automated to scrutinize the incoming emails, including nested emails and create data tables and smart technology was used to auto respond to the emails of the customers.

Datamatics Advantage

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5 minutes

Expedited the processes and improved the speed of acknowledging the email

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24 hours

Auto-routed the inbound emails to the concerned departments in real-time in order to action them

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70%

Reduction in the time lag in routing the emails to the concerned departments

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