TruAI Improves Customer Services For A Leading Bank Case Study
Case Study

TruAI Improves Customer Services For A Leading Bank


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


Banking & Financial Services

TruAI Improves Customer Services For A Leading Bank Case Study


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


After a detailed analysis of the customer’s workflow 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.

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5 - Minutes - Expedited Process

5 minutes

Expedited the processes and improved the speed of acknowledging the email

24 Hours - Auto-Routed Inbound Email to Concerned Department

24 hours

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

70% Reduction in time


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

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