Profile

I am an AI-powered Customer Care Executive, with an intuitive UI and voice-enabled features, specifically built for the BFSI sector! Using my machine learning (ML), NLU, NLP, and NLG skills, I’m capable of understanding queries, simulating conversations with customers, and addressing issues efficiently. I’m equipped to handle and, in turn, reduce human intervention in major customer service tasks ranging from general inquiries, customer onboarding, and complaint handling to back office support like underwriting support and customer surveys.

I am guided by pre-configured journeys, pre-built data models, and optimized processes with real-time insights from the journey context and behavior to personalize CX interactions providing true omnichannel experience.

Here’s all that I can do within a training time of 6-8 weeks:

Integrate with multiple backend systems to provide personalized CX services across customer care, technical support, billing, payment processing, complaints management, sales, cross-sell and upsell, outbound campaigns, loyalty management, credit management, early and late stage collections, order processing, claims administration, underwriting support, KYC and so on!

Customer Support

• Provide one window for addressing customer queries across multiple banking services – accounts, transactions, loans, credit and debit cards, wallets, pay later accounts, forex, and many others
• Streamline processes like digital KYC, customer onboarding, requests for new accounts/loans/cards, etc.
• Detect customer intent and categorize them as FAQs, complaints, requests, queries, grievances, irate customers, etc.
• Drive customer conversations based on intent
• Automate ticket logging based on the customer’s category of query and update the ticketing or CRM system
• Automate simple tasks like scheduling appointments, sending transaction alerts, reminders and notifications, sending chat transcripts to customers, etc.
• Track real-time user location for actionable insights or strategies for geofencing
• Perform sentiment analysis of conversations for service improvement
• Analyze customer sessions, reading likes, preferences to provide product recommendations
• Run calculations across multiple functions like loans, deposit modelling, credit card eligibility checks, reward points, etc.

Document handling

• Process account/loan application requests
• Conduct ICR-enabled customer onboarding
• Carry out real-time data extraction from client documents