Service:   RPA
Service:   Banks

One Of India’s Biggest Private Sector Banks Implemented Qualitykiosk’s Rpa Solutions To Reduce Customer Query Processing Tat By 50%

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Overview

A leading Indian private bank was finding it challenging to address and resolve burgeoning customer queries which, in turn, was becoming a huge roadblock in delivering superior customer experiences. QualityKiosk’s Robotic Process Automation (RPA) solutions enabled the bank to expedite query resolution and continue delivering superior digital experiences to its customers.

Our Successful Outcomes

18% increase in the number of queries handled per month

50% reduction in Turnaround Time (TAT) for query resolution

28% improvement in process accuracy

1000 full-time equivalents (FTEs) of work saved annually

CHALLENGES

INCREASING CUSTOMER QUERIES

The bank saw a huge surge in customer queries receiving over 2 lakh emails every month

SLOW QUERY RESOLUTION

The query resolution process was time-consuming and required the bank to route the emails to the respective departments based on query types

 

Our Key Strategies

AUTOMATED ROUTING AND ASSIGNMENT OF QUERIES

QualityKiosk leveraged its ML-based automation solution to automate the categorization of customer queries and direct them to the concerned departments

CUSTOMER DETAILS VERIFICATION

The solution enabled a basic verification of data provided by customers through its API-based interfacing with other banking systems

PROVISION FOR AUTOMATING RESOLUTION OF CUSTOMER QUERIES

QualityKiosk provided the bank with a visionary roadmap to automate the resolution of simple customer queries based on their emails.

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