Our client is a dynamic FinTech microfinance company, focusing on empowering the unbanked and underbanked communities across India by offering comprehensive financial services. Leveraging the expertise of industry veterans with over 19 years in the payment industry, they provide a robust online platform—accessible via web and mobile—allowing retailers to deliver essential banking and financial products. With a commitment to financial inclusion, they aim to reach underserved areas, including rural and urban locations, through innovative services like kiosk banking, bill payments, digital transactions.
However, this mission faced significant challenges when managing technical support. The company and their clients experienced disruptions caused by server outages, network congestion, and device incompatibilities, leading to failures in payment transactions. These issues not only hampered their operations but also required manual intervention, resulting in a loss of their clients' trust. To address these challenges, we implemented a Generative AI-based virtual assistant integrated with a messaging application, enhancing their use of AI-powered financial chatbots for FinTech. This innovative solution automated technical issue resolution, minimized human error, and delivered faster support, streamlining operations, ensuring compliance, and ultimately improving the overall experience for their clients.
Our esteemed client in Fintech, was facing numerous customer support challenges due to rapid growth, the complexity of financial services, and strict regulatory requirements. Few are below
With a growing customer base, the client was receiving thousands of queries daily. The human support team struggled to keep up, leading to long wait times, especially during peak hours.
The support team previously relied on manual processes to analyze and resolve issues, leading to slower response times. With the bot, issues can now be identified and addressed instantly, streamlining support efficiency.
Transaction failures with the payment gateway caused delays in processing payments, resulting in customer frustration and potential revenue loss. Our HyperBOT can instantly detect and alert the support team to payment gateway issues, assist in resolving them, and provide real-time transaction status updates, effectively reducing downtime and enhancing customer satisfaction.
Although day and night support was available, response times tended to slow during off-hours. With our Gen AI-powered HyperBOT, clients now receive instant, round-the-clock assistance, significantly enhancing support speed and consistency at any time of day.
After implementing the Gen AI-powered bot solution, the client saw a marked improvement across their customer support operations
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