Case Study: First Payments Bank achieves faster query resolution and 40% inbound query automation with Engagely Conversational AI

Transforming Merchant/Distribution Partners Engagement Using Conversational AI

The customer, First Payments Bank, a major Indian payments bank, faced challenges with high volumes of support requests from its merchant partners in tier-2 and tier-3 cities. This led to long resolution times and required the digitization of its paper-based onboarding and management processes. Engagely implemented a conversational AI-based interface to address these issues.

The solution from Engagely automated key lifecycle stages for merchants and provided multilingual support in Hindi and Hinglish. This resulted in 40% of inbound queries being automated and reduced the response time to under one minute. The bank also achieved its goal of a paper-less approach, digitizing the entire merchant lifecycle for easier access to solutions.