Case Study: a leading digital lender achieves 50% faster customer support responses with Alltius

A leading digital lender with $1B+ AUM slashes median customer support wait time from 4 hours to 5 minutes

A leading digital lender based in Bangalore, India was facing high operational costs and customer dissatisfaction due to a significant wait time of 4-5 hours for email support responses. Their challenge was a lack of standardized, efficient responses that utilized their vast internal knowledge, which led to inconsistencies in quality and a long 6-month ramp-up time for new agents. They partnered with Alltius to implement its CX Agent Assist product to address these issues.

Alltius implemented a secure AI assistant, coached on the lender's previous customer conversations and knowledge base, which integrated with their FreshDesk workbench. The solution generated personalized draft email responses for agents to review and send, drastically cutting the draft generation time from 5 hours to 2 minutes. This resulted in a 50% reduction in average customer wait time, a doubling of contact center productivity, and the saving of over 2,500 agent hours per month for the lender.