Challenge

Our client would receive queries with regards to operations, circulars and compliance from over a thousand members daily. To serve this need, client had a static database and deployed customer support team. However, this didn’t meet member’s expectations to get quick relevant answers to complex regulation queries – severely hitting the customer satisfaction quotient.

Solution

NSEIT addressed this by creating a custom conversational chatbot which would function as a digital query assistant and deliver relevant & contextual information in real-time.

This was achieved by utilizing Natural Language Processing and creating a knowledge engine & response framework of circulars, processes & regulation documents.

Further, input from the chatbot database led to an analytics powered dashboard which was created to help our client get a 360 degree view of the top areas in which queries are asked, type of queries vis-à-vis member types – leading to stronger customer insights & data-driven business decisions.