American multinational makes a difference – with conversational AI

A leading provider of credit cards, travel and insurance products, was inundated with over 30,000 payment related queries from vendors annually. Most of these were extremely basic in nature but gave a tough time to the helpdesk, resulting in high response time, and poor customer experience.

With a large number of queries being only ‘requests for information’, a chatbot was deployed and nearly 40%-50% queries could be responded to, with automation. As a result, average handling time was brought down to 1 second/ query. Ticket volumes reduced by 40% and the financial giant was able to improve customer satisfaction, backed by a highly efficient helpdesk.

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