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, 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
– Minimize the need for human intervention to reduce the scope for human errors
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:
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.
Haptik’s IVA significantly transformed IIFL’s customer support, resulting not only in an overall reduction in operational costs, but also increased customer satisfaction.