Servicing investors with AI
When you have hundreds of thousands of customers investing in financial assets, ensuring a great customer experience is critical. But doing that at scale was a manual process hindering agent productivity and affecting investor experience
Kotak Asset Management company (Kotak AMC) uses Microsoft Cognitive AI service to address the challenges of delayed investor response, manual email categorization which included handling large volumes of daily emails, managing emails received outside working hours, and dealing with repetitive tasks.
Responding to everyday queries
The AI service was not just able to handle email but also provide other information to enhance customer service.
With AI handling email categorization and content, the productivity of existing agents improved, as they no longer have to manage time consuming manual process of reading entire emails. AI-based response to investors’ queries has been beneficial in terms of saving almost 2 man months on repetitive tasks. Agents are now able to focus on the higher escalated cases where agent involvement is mandatory.
The AI’s capability to read and respond in both English and Hinglish ensured better communication with a diverse customer base. Automating account statement queries through CRM streamlined the process, providing quicker statements to investors.
AI’s ability to suggest the nearest branch based on customer location and personalize email responses enhanced customer satisfaction.
Nilesh Shah
CEO
The advancements in our Gen AI generated auto responses and the automation of account statement workflows have significantly boosted productivity and customer satisfaction in our investor services. Our AI’s capability to handle large volumes of emails, deliver personalized responses, and streamline processes has greatly transformed our operations.
Saving 2 man-months on repetitive tasks
Improved productivity of existing agents
Kotak Mutual Fund offers a range of funds across equity, debt, hybrid, ETFs and more.
More details at https://www.kotakmf.com
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