Case Study: Leader in Banking & Financial Services achieves streamlined payment processing and faster vendor onboarding with Happiest Minds

Leader in Banking & Financial Services Company - Customer Case Study

Happiest Minds is a next‑generation digital transformation, infrastructure and product engineering services company focused on BFSI and fintech clients. Faced with legacy desktop apps, high contact‑center loads, manual payment and claims processes, and fragmented knowledge across enterprise systems, clients needed real‑time, contextual knowledge delivery, reduced service costs, improved customer retention and faster decision‑making.

The firm implemented AI‑powered digital assistance and self‑assembling knowledge platforms—NLP chatbots, agent assistant bots, digital query assistants and cloud migration—to automate routing, ticketing and conversational support. Outcomes included a 55% increase in relevant knowledge delivery, customer satisfaction improvements up to 40%, more than 40% reductions in L1 calls and call resolution times, $61K in lookup savings and thousands of agent hours recovered, alongside better cross‑sell, retention and operational efficiency.