Case Study: Kotak Mahindra Bank achieves faster customer service and higher workforce productivity with Microsoft Corporation

Kotak Mahindra AMC Transforms Customer Service Management and Workforce Productivity with Microsoft AI and Dynamics 365

Kotak Mahindra Bank’s asset management arm, Kotak Mahindra AMC, needed a better way to handle the growing volume of customer emails and repetitive service requests across its mutual fund business. Using Microsoft Dynamics 365, the team was already managing about 3,000 emails per day, but manual categorization and response handling were slowing agents down and making onboarding costly.

Microsoft Corporation, through Dynamics 365, Microsoft Bot Framework, and Azure Cognitive Services, helped implement an email bot that automatically identifies customers, categorizes requests, analyzes sentiment, and handles routine queries. The solution achieved over 80% category prediction accuracy and more than 85% overall accuracy, reduced agent time, and enabled near-instant first responses, improving both workforce productivity and customer satisfaction.

Kotak Mahindra Bank

Ananth Subramanian

Senior Vice President and Head of IT