How Tata Mutual Fund Achieved 58% Growth in Engagement
Customer Company Size
Large Corporate
Region
- Asia
Country
- India
Product
- Haptik Conversational Commerce Platform
- AI-powered Chatbot
Tech Stack
- AI-enabled Automation
- Intelligent Prompts and Content Flows
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Cost Savings
Technology Category
- Analytics & Modeling - Machine Learning
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Finance & Insurance
Use Cases
- AI Copilot
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Tata Mutual Fund, part of the Tata group, is a leading and trusted fund house in India, offering a variety of investment solutions for financial planning and wealth creation. The company is focused on serving digital-first millennials who demand on-the-go support. To meet these needs, Tata Mutual Fund partnered with Haptik to implement an AI-powered chatbot solution that would enhance customer engagement and streamline query resolution.
The Challenge
Tata Mutual Fund aimed to enhance customer experience by providing faster query resolution and reducing human intervention. They sought a 70% reduction in monthly customer calls and wanted to engage customers on preferred channels like Messaging & WhatsApp. The solution needed to integrate with existing customer support infrastructure and offer an easy way to resolve customer queries.
The Solution
Haptik implemented a digital-first approach by deploying a virtual assistant to handle routine queries, allowing human agents to focus on more complex issues. The chatbot integrated with backend systems for effective information dissemination and immediate follow-up. It improved user engagement through intelligent prompts and content flows, providing automated answers to simple queries while allowing agent intervention when necessary.
Operational Impact
Quantitative Benefit
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