Case Study: India’s Largest Private Sector Bank achieves 5-minute email acknowledgements and 80% improved customer satisfaction with Datamatics’ TruAI

Artificial Intelligence Powered Truai Improves Customer Services for a Leading Bank

India's Largest Private Sector Bank, with thousands of branches and ATMs and over $18.5B in revenue, faced a high-volume email challenge—processing 10,000+ inbound emails daily (including 1,000+ fund transfer requests) and needing faster acknowledgement, prioritization, and routing to avoid long turn‑around times. To address this, the bank engaged Datamatics and adopted its AI solution TruAI (with RPA via TruBot) for email analytics and automated processing.

Datamatics implemented TruAI to perform contextual analysis of nested emails, auto‑route requests via TruBot, send smart auto‑responses, and push service tasks to the right teams. The solution cut acknowledgement time to 5 minutes, reduced routing lag by 70%, enabled real‑time auto‑routing so items could be actioned within 24 hours, and improved customer satisfaction by 80%, significantly speeding fund‑transfer and service request handling.