Scripbox Deploys AI-powered Chatbot to Handle 70% of Support Queries with FRT less than 10 Seconds
Customer Company Size
Mid-size Company
Region
- Asia
Country
- India
Product
- Verloop.io
- Scripbox Chatbot
Tech Stack
- Conversational AI
- AI-powered FAQ Builder
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Remote Monitoring & Control Systems
- Analytics & Modeling - Machine Learning
Use Cases
- Chatbots
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Founded in 2012, Scripbox is India's leading digital wealth manager, headquartered in Bengaluru. The company specializes in providing customized investment solutions tailored to the life and wealth stages of its customers. Scripbox leverages data, technology, and proprietary algorithms to offer a comprehensive suite of wealth management services. These services include mutual funds, Indian and international equities, insurance, holistic portfolio construction, and financial advisory. Scripbox's mission is to help customers achieve their financial goals by understanding their needs in the context of their life stages. The company has established itself as a trusted partner in the banking and financial services industry, known for its innovative approach to digital wealth management.
The Challenge
There are more than 10,000 support tickets that come to Scripbox on a monthly basis. Most queries are about investments and withdrawals, with customers seeking immediate and accurate responses. The growing number of chats, which have been increasing month-on-month for the last two years, has put immense pressure on support agents to deliver high-quality service consistently. Over 50% of queries are received via chat, 35% over calls, and 15% through email tickets. Scripbox needed to strengthen its chat platform to handle customer queries efficiently and on time. Previous tools failed to manage the complexity of query flow, leading to a compromised customer experience. This situation prompted Scripbox to seek a more effective solution to turn frustrated customers into satisfied advocates.
The Solution
Scripbox chose Verloop.io, a conversational AI platform, to automate responses for frequently asked customer queries. Verloop.io's AI-powered FAQ builder simplifies the process of adding responses to standard queries and keywords. The AI is pre-trained to understand various intents, including complex sentences and emojis, and is further trained on specific use cases relevant to Scripbox. This allows the chatbot to understand the intent behind queries and provide automated responses, eliminating the need for customers to wait for an agent. The implementation of Verloop.io has enabled Scripbox to design multiple bot flows that are easy to build and implement, reducing response times and improving customer satisfaction. The platform also supports non-business hours, enhancing the efficiency of Scripbox's support team.
Operational Impact
Quantitative Benefit
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