Case Study: Tata Mutual Fund Achieves 58% Engagement Growth with Haptik

How Haptik Helped Tata Mutual Fund Achieve 58% Growth in Engagement

Tata Mutual Fund, a trusted investment firm part of the Tata group, sought to improve customer experience for digital-first users by providing faster query resolution and reducing human intervention. They partnered with Haptik to implement an AI-driven solution, aiming for a 70% reduction in monthly customer calls and to engage customers on their preferred channels like WhatsApp.

Haptik implemented an AI-powered chatbot on the website and WhatsApp to handle routine queries end-to-end. The solution integrated with backend systems and featured intelligent prompts to improve engagement. This resulted in a 90% end-to-end query resolution rate and a 67% reduction in call center queries for Tata Mutual Fund, achieving their goal of minimizing human intervention and significantly improving service.

Tata Mutual Fund

MVS Murthy

Head – Marketing & Digital