Case Study: Fortune 500 Financial Services Company achieves better customer satisfaction and reduced complaints with Genpact AI-led analytics

A complaint-reduction juggernaut for a financial services major

Genpact worked with a Fortune 500 Financial Services Company managing more than $95 billion in assets. The customer was struggling with worsening customer satisfaction, a high volume of complaints, and inefficient internal operations across its co-branded credit card business, and needed a better customer experience, a more effective workforce, and faster returns on technology investments.

Genpact implemented an AI- and analytics-led transformation program for inbound customer service operations, including customer experience management, agent performance optimization, and advanced speech analytics. By improving complaint capture, training agents, and using tools such as voice-to-text and performance scoring, Genpact helped reduce complaints by 15%, improve complaint capture accuracy by more than 10%, and lift customer satisfaction scores by more than 300 basis points in just four months.