Case Study: a leading Indian banking and financial services group improves agent productivity with Engagely AI

Conversational AI To Enhance Agent Training & Productivity

Engagely implemented a conversational AI solution for a leading banking and financial services group in India. The client's challenge was that their call center and branch banking teams were using inefficient manual excel sheets to search for answers to customer queries. This process required extensive training for new agents and resulted in high wait times for customers.

The intelligent chatbot solution from Engagely was designed to handle the client's huge and frequently updated knowledge base. Engagely's system enabled quick response times, easy change management, and supported over 1000 concurrent users. The results were significant, including a 45% reduction in customer waiting time, a 34% increase in customer NPS, and a dramatic reduction in agent training time from six weeks to just six days.