Case Study: Kotak Mahindra Bank Ltd achieves automated email case resolution and boosts customer service productivity with Microsoft Dynamics 365

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

Kotak Mahindra Asset Management Company (KMAMC), the asset manager for Kotak Mahindra Mutual Fund with 7.5 lakh investors across 80 cities, faced a growing customer-service burden: about 3,000 emails daily that required manual reading and categorization in Dynamics 365. This repetitive, time-consuming process created a bottleneck—slowing responses, reducing agent productivity, increasing training costs, and leaving customers waiting outside business hours.

Working with partner C Centric Solutions, KMAMC deployed an email bot built on the Microsoft Bot Framework, Azure Cognitive Services text analytics, and Dynamics 365 to automate case creation, customer identification, sentiment analysis, categorization and first-level responses. The solution auto-categorizes incoming mail with above-80% accuracy, enables near-instant acknowledgements 24/7, closes routine queries without human intervention and frees agents to focus on complex cases—significantly boosting workforce productivity and customer satisfaction.

Kotak Mahindra Bank Ltd

Ananth Subramanian

Senior Vice President and Head-IT