Case Study: Leading Banking and Payment Service Provider achieves 40% operational efficiency gain and 30% higher customer satisfaction with Happiest Minds' AI-Powered Digital Query Assistant

Leading Banking and Payment Service Providing Company - Customer Case Study

Happiest Minds worked with a leading Fortune 300 direct bank in the US that offers credit cards, loans and deposit products. The bank struggled to onboard customers quickly and deliver personalized, contextual information on its portal, which increased dropouts and service call volume and made efficient, real‑time customer support difficult.

Happiest Minds deployed an AI-powered Digital Query Assistant — a self-learning NLP virtual assistant plugged into the front-end portal — to enable real-time self-service and provide contextual knowledge to customer service associates. The solution boosted relevant knowledge delivery by 55%, raised customer satisfaction by 30%, cut L1 call volume by over 40% and improved business and operational efficiency by about 40%.