How a Leading Bank Transformed Customer Service Using TruAI

The client is India’s largest private sector bank, renowned for its expansive reach and innovative banking solutions. With a formidable network of 4,867 branches and 14,367 ATMs spread across the country, the bank caters to millions of customers daily. It offers a comprehensive suite of banking products and financial services tailored for both corporate and retail segments, ranging from personal finance and wealth management to corporate lending and treasury operations.

The Challenge: Struggling with Response Time

As India’s largest private sector bank continued to grow its customer base, it also witnessed a sharp surge in customer communication—particularly via email. The bank was receiving over 10,000 emails every day, spanning account inquiries, transaction updates, service requests, and issue escalations. However, the absence of an intelligent email triaging system made it increasingly difficult to manage this influx efficiently.

Emails were processed manually, with no prioritization based on urgency or content. As a result, critical customer queries often went unnoticed or were significantly delayed, causing dissatisfaction and denting the bank’s reputation for responsiveness. This manual and reactive approach led to extended turnaround times, overwhelmed support teams, and a growing backlog of unacknowledged emails.

The situation had escalated to a level that drew the attention of the bank’s top leadership, including the CIO and Head of Customer Experience, who recognized the urgent need for intelligent automation. They knew that without a scalable solution, the bank risked losing both operational efficiency and customer trust in an increasingly competitive and digital-first banking landscape.

The Solution: AI-Powered Email Automation

After conducting a thorough analysis of the bank’s customer service workflows and operational pain points, Datamatics recommended its advanced AI-powered platform—TruAI—to streamline and scale the bank’s email management process. The goal was clear: reduce human intervention, accelerate response time, and restore efficiency without compromising the quality of service.

TruAI was deployed to intelligently analyze incoming customer emails, including complex nested threads. The solution was equipped with Natural Language Processing (NLP) capabilities to identify customer sentiment, extract intent, and prioritize emails based on urgency and business impact. In cases requiring further action, the platform was configured to trigger Robotic Process Automation (RPA) workflows for seamless back-end processing.

The automation extended to generating structured data tables from unstructured email content, ensuring no information was missed. A smart auto-response engine was integrated to instantly acknowledge and respond to customers, creating a more engaging and responsive service experience.

By implementing TruAI into its customer service operations, the bank gained a scalable, intelligent, and round-the-clock solution—laying the foundation for a digitally empowered customer engagement model.