- The client is a leading KPO providing outsourced assistance in domains like Finance, Accounting, HR, Insurance etc.
- Dashboard reports were limited to what the client would show to the customers. As a result, for any custom report needed, clients would have to either email it to the support team or wait on long queues on the phone until an executive got in touch with them.
- The high TAT was resulting in a poor customer experience.
Solution and Benefits
- Maruti Techlabs built an AI based finance chatbot would be available to the users within their dashboards.
- The users could type out any query pertaining to their finances, and the intelligent AI-solution would fetch the relevant response from the database.
- This helped reduce the daily inflow of tickets at the customer support center.
- The chatbot saved 9,375 man hours, thereby reducing significant expenses in customer service.
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