Case Study: Union Bank of India achieves 24%+ call deflection with Floatbot GenAI Chatbot

Union Bank of India achieves 24%+ call deflection with Floatbot

Union Bank of India, a major public sector bank, sought to manage a high volume of transactions more efficiently and digitalize its services to improve customer access and reduce costs. To address this challenge, they partnered with Floatbot to implement a GenAI Chatbot solution.

Floatbot deployed its AI solution across the bank's website and mobile app in just eight weeks. The implementation included a unified touchpoint for multiple services with multilingual support and an agent fallback feature for complex queries. As a result, the Floatbot AI agent deflected over 24% of the total call volume across all channels, engaged users in over 38.7 million sessions, and answered queries with over 90% accuracy in less than 300 milliseconds.

Union Bank of India