Case Study: IIFL Enhances Customer Experience and Reduces Costs with Haptik’s Omnichannel Solution

How Haptik Helped IIFL Reduce its Operational Cost and Improve Customer Experience

IIFL, a leading diversified financial services company in India, needed a more efficient way to handle a high volume of customer support queries from its large base of over 4 million customers. The challenge was to reduce long wait times, lower call center load, and free human agents to focus on more complex issues. Haptik’s omnichannel chatbot solution was used to help address these low-touch queries across website, WhatsApp, and app channels.

Haptik implemented the ASK-IIFL chatbot to resolve FAQs such as trading reports, balance and transfer requests, brokerage calculators, and loan-related guidance. The solution cut average resolution time to just 45 seconds, supported 30K+ monthly conversations, and earned a 4/5 average user feedback score, while also reducing operational costs and improving customer satisfaction.

IIFL

Dharmender Narang

EVP & Chief Customer Experience Officer