Case Study: Largest US Commercial Bank achieves $61K lookup savings and 2,880 agent-hours recovered with Happiest Minds' Agent AI

Largest US Commercial Bank - Customer Case Study

Happiest Minds is a next‑generation digital transformation and engineering services company that partnered with organizations across banking, payments, fintech, travel, airports, theme parks and claims management. Their clients were struggling with high volumes of routine service requests, fragmented enterprise knowledge, long call times and poor self‑service — driving low customer and agent satisfaction and rising operational costs.

Happiest Minds deployed AI‑powered conversational assistants and a self‑assembling knowledge engine (NLP, digital query assistants, agent assistant bots, OCR/face recognition where required) to automate L1 triage, resolve repeat requests, create and route tickets and deliver contextual, real‑time answers. Outcomes included ~55% more relevant knowledge delivery, 30–40% higher customer satisfaction, >40% reduction in L1 calls, significant agent time and cost savings (2,880 hours saved; ~$61K lookup savings), faster resolutions and measurable improvements in business efficiency.