Case Study: Largest Public Sector Bank boosts customer support efficiency with Floatbot Conversational AI

India's Second-Largest Public Sector Bank Achieved a Call Deflection of 35%

The Largest Public Sector Bank, India’s second-largest public sector bank serving more than 250 million customers, needed a faster way to handle thousands of daily support requests and reduce pressure on human agents. It wanted to integrate its contact center with a conversational chatbot to deliver instant responses, self-service banking, and improved customer engagement.

Floatbot implemented its AI-powered conversational platform, using fine-tuned NLP models in an omnichannel setup across the web, mobile app, Facebook Messenger, and Google Assistant. The solution enabled balance checks, statements, service requests, transfers, and proactive issue resolution in English, Hindi, and Hinglish, delivering 10 million+ message exchanges with 150,000+ customers, 35% call deflection, 89% AI accuracy, and an 85% user satisfaction score.