<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=300274639554297&amp;ev=PageView&amp;noscript=1">
Skip to content
Case Study

AI Boosts Customer Support Efficiency for Financial Services Leader

Menu

Introduction 

Our client is based in Dubai, UAE, the prominent financial services institution is a key player in the Middle East, addressing the financial requirements of a diverse clientele. Specializing in an extensive array of loans, including home, automobile, consumer, education, and SME loans, the institution has established a commendable presence in various countries across the region, including Oman, Qatar, and Bahrain. Renowned for its commitment to providing comprehensive financing solutions, the institution's headquarters in Dubai serve as the hub for its strategic operations, contributing to its influential standing in the Middle Eastern financial landscape. 

Challenges  

The demand for an AI-driven solution arose due to the client's imperative need to streamline call center operations and alleviate the strain on agents. Inability to deliver optimal customer service stemmed from the overwhelming call volume, resulting in agent burnout. With approximately 6000 monthly inquiries on credit scores, bad debts, and loan restructuring, agents found themselves inundated. This inundation left minimal room for revenue-generating calls. The client sought a transformative solution to automate part of the incoming queries, alleviating agent burnout. This strategic move aimed to redirect agent focus on upselling, cross-selling, and fostering a sales-driven culture, thus transcending from a purely service-oriented approach.  

Featured Insights

January 24, 2024

Tailoring Pet Care Excellence: Unleashing Personalized Product Recommendations through Adobe Campaign Standard

Introduction As a premier pet care industry leader based in Australia, this client specializes in delivering top-notch...
Case Studies
January 11, 2024

Facilitating Effortless and Secure Integration of OEM Devices through Test Automation Solutions

Introduction Situated in the vibrant cityscape of Tokyo, Japan, our esteemed client is a prominent television station...
Case Studies
January 24, 2024

Maximizing Operational Efficiency through Advanced Supply Chain Visibility- GCP

Introduction As a prominent industry leader, our client specializes in delivering cutting-edge browser-based...
Case Studies
ACI
Possibilities
Redefined
X

Tell us about your vision,
Which challenges are you facing? What are your goals & expectations? What would success look like and how much are you planning to spend to get there?