How Tata Mutual Fund Achieved 58% Growth in Engagement
公司规模
Large Corporate
地区
- Asia
国家
- India
产品
- Haptik Conversational Commerce Platform
- AI-powered Chatbot
技术栈
- AI-enabled Automation
- Intelligent Prompts and Content Flows
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
- Cost Savings
技术
- 分析与建模 - 机器学习
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 金融与保险
用例
- AI Copilot
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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