Case Study
Client Overview
Fullerton is a leading non-banking financial institution (NBFC) based in India, offering a diverse range of loan products tailored for both individuals and corporates. The company continuously seeks innovative solutions to enhance customer experience and engagement across digital platforms.
Transforming Customer Engagement for Fullerton with Avenir Digital’s AI-Powered Chatbot
Before Avenir Digital
- Fullerton's website and Facebook channels primarily relied on traditional customer service channels, including email and call centers.
- Customer queries often led to high response times, resulting in increased frustration and drop-off rates.
- The lack of automation led to inefficiencies in handling repetitive queries, diverting human agents from addressing more complex concerns.
- Lead conversion rates suffered due to delays in responding to customer inquiries.
Avenir Digital’s Solution
After Avenir Digital
Improved Customer Response Time
Instant query resolution, reducing response time from hours to seconds.
Higher Customer Engagement
Increased interaction rates on digital platforms, leading to improved customer satisfaction.
Enhanced Operational Efficiency
Reduction in call center workload, allowing human agents to focus on complex customer issues.
Higher Lead Conversion Rates
Faster and more efficient handling of inquiries, leading to a notable increase in loan applications.
Actionable Insights
Data-driven decision-making enabled by chatbot analytics, helping Fullerton refine their services and marketing strategies.
Solution Provided by Avenir Digital
Avenir Digital implemented a state-of-the-art AI-powered chatbot solution for Fullerton, designed to streamline customer interactions and improve engagement
Providing instant responses to frequently asked questions related to loans, interest rates, and eligibility criteria.
Deployed on Fullerton’s website and Facebook Messenger to ensure seamless user experience across platforms.
Capturing potential customer details and routing qualified leads to human agents for further assistance.
AI-driven responses tailored to user intent, enhancing engagement and customer satisfaction.
Providing Fullerton with valuable analytics on customer behavior, common queries, and areas of improvement.
Providing instant responses to frequently asked questions related to loans, interest rates, and eligibility criteria.
Deployed on Fullerton’s website and Facebook Messenger to ensure seamless user experience across platforms.
Capturing potential customer details and routing qualified leads to human agents for further assistance.
AI-driven responses tailored to user intent, enhancing engagement and customer satisfaction.
Providing Fullerton with valuable analytics on customer behavior, common queries, and areas of improvement.
Conclusion
By implementing Avenir Digital’s AI-powered chatbot, Fullerton successfully enhanced its digital customer experience, improved engagement, and optimized operational efficiency. This transformation demonstrates the power of AI in revolutionizing customer service for financial institutions.
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