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

45s RESOLUTION TIME
30K+ MONTHLY CONVERSATIONS

IIFL Holdings Limited (formerly India Infoline Finance Limited), is an Indian diversified financial services company headquartered in Mumbai. IIFL serves over 4 million satisfied customers across various business segments and is continuously building on its strengths to deliver excellent service to its expanding customer base.

IIFL

The Problem

IIFL, like many financial services companies, faced the challenge of high volume of support queries from the users who used their broking account. The company was looking for a solution that would address this issue in an efficient and cost-effective manner. They wanted a solution which would:


- Enhance customer experience by providing faster resolution to routine queries at a lower cost

- Free up human agents at their call centers so that they could focus on addressing complex queries

- Minimize the need for human intervention to reduce the scope for human errors


INDUSTRY

Financial Services

PLATFORM

Website

LIVE SINCE

May 2018

Our Solution

Haptik deployed an Intelligent Virtual Assistant (IVA) that delivered a significant increase in productivity. The IVA automated query resolution for common use cases such as:

  • Trading Report
  • Balance and Transfer
  • Market Watch and Analyst Recommendations
  • Brokerage Calculators
  • Customer Feedback

Through multiple API integrations, the IVA was linked to IIFL’s Knowledge system and CRM, ensuring the effective disposition of user information at any point of time.

PRODUCT USED

LIVE CHAT & MESSAGING

Power customer support using conversational AI across web, mobile and messaging apps. Learn More

IIFL IIFL

Results

Haptik’s IVA significantly transformed IIFL’s customer support, resulting not only in an overall reduction in operational costs, but also increased customer satisfaction.

45s

RESOLUTION TIME

30K+

MONTHLY CONVERSATIONS

3.7/5

AVERAGE FEEDBACK

At IIFL Securities, we value our customers and believe in empowering them to get self-help at their convenience. However, we are always available to support them whenever required. Our ASK-IIFL (Chatbot & Live Chat), developed & supported by Haptik's Intelligent Virtual Assistant, helped us cater to a large number of queries in real-time. The Ask-IIFL IVA has significantly reduced our resolution time and is driving our customer support efforts from the front. We would like to thank Haptik for a good beginning, and look forward to working with them to further enhance customer experience.

- Dharmender Narang, EVP & Chief Customer Experience Officer, IIFL

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