Case Study: Leading Protection and Assistance Fintech Company achieves 37% higher customer satisfaction and 40% faster call resolution with Happiest Minds

Leading Protection and Assistance Fintech Company - Customer Case Study

Happiest Minds is a next‑generation digital transformation and engineering firm that builds AI‑powered chatbots and digital assistants for enterprises across banking, fintech, travel, airports, claims management and theme parks. Clients faced common challenges: overloaded service desks and call centers, high volumes of repeat and level‑1 requests, fragmented enterprise knowledge, poor website navigation and personalization, and rising agent training and call‑handling costs.

Happiest Minds deployed knowledge‑engine driven, NLP chatbots and agent assistants—omni‑channel bots, self‑assembling knowledge bases, digital query assistants and automated OCR/face recognition—to automate L1 triage, resolve repeat requests, create and route tickets, and enable personalized self‑service. Results included a 55% increase in relevant knowledge delivery, a 30–40% lift in customer satisfaction, over 40% reduction in L1 calls, ~40% improvement in operational efficiency, $61K saved on lookups and 2,880 agent hours reclaimed, with faster resolution times and increased cross‑sell opportunities.