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Written by Shivam SaxenaNovember 25, 2024 The BFSI sector is undergoing a monumental shift in managing customer interactions. While traditional call center outsourcing has been a staple, it faces significant limitations in scalability, cost-efficiency, and personalization. As a result, many banks are transitioning to Conversational AI. Traditional call centers often depend on human agents and generic
Written by Vaishakh KPNovember 25, 2024 Hyper-personalization leverages AI and real-time data to deliver deeply tailored customer experiences across every touchpoint, going beyond basic segmentation to meet individual needs. In the BFSI (Banking, Financial Services, and Insurance) industry, this approach has moved from being a “nice-to-have” to a key differentiator. As customer expectations rise, financial institutions
Written by Shivam SaxenaNovember 20, 2024 Cross-selling has emerged as a key strategy for maximizing revenue and strengthening customer relationships. Offering tailored products to existing customers not only enhances their experience but also boosts customer lifetime value. But for cross-selling to be truly effective, it requires deep customer insights, precision, and personalization. This is where Gnani.ai
Written by Shivam SaxenaNovember 19, 2024 Scenario Based Conversations: How AI Models Master Complex Customer Conversations The Path to Mastery in Engaging with Customers for AI Models Seamless and personalized customer experience is of paramount significance in banks and the BFSI industry. However, given traditional AI-powered enterprise systems with limited functionalities to only chat-based interactions, were
Written by Vaishakh KPNovember 19, 2024 Customer support teams often face surges in inquiries that can overwhelm human agents, leading to longer wait times and customer frustration, with potential harm to brand reputation. Managing concurrent calls multiple incoming calls at the same time poses a particular challenge, as agents can only handle one call each. High
Written by Shivam SaxenaNovember 15, 2024 First Call Resolution (FCR) is a key metric that directly impacts customer satisfaction, operational efficiency, and cost savings. Traditionally, human agents have handled customer inquiries, but with the advent of Generative AI (Gen AI) and Small Language Models (SLMs), banks can now achieve unprecedented FCR rates. By training AI systems
Written by Vaishakh KPNovember 15, 2024 Average Handle Time (AHT) is a key customer service metric that tracks the total time needed to resolve an inquiry, including call duration, hold time, and after-call work. Lower Customer Support AHT signifies faster service, which boosts customer satisfaction and operational efficiency. In banking, managing AHT is crucial as it
Written by Shivam SaxenaNovember 13, 2024 The Challenge: Keeping Pace in a Competitive Landscape Customers expect exceptional service—fast, personalized, and secure. Traditional customer service models simply can’t keep up. For financial institutions in the BFSI sector, staying ahead means embracing AI-driven automation to boost customer satisfaction. This approach translates to streamlined operations, a superior customer experience
Written by Vaishakh KPNovember 13, 2024 As financial institutions explore AI-driven technologies, understanding the return on investment (ROI) becomes essential. Artificial intelligence (AI) can streamline operations, enhance customer experience, and reduce costs, but to truly assess its impact, organizations need to evaluate specific metrics. In this blog, we’ll cover the essential metrics for measuring the ROI
Written by Shivam SaxenaNovember 11, 2024 Conversational AI: Revolutionizing Multilingual Support for Banks Multilingual support has become a critical requirement for banks aiming to remain competitive in today’s Indian market. As customers from diverse linguistic backgrounds seek accessible and personalized services, Conversational AI—powered by chatbots, voice bots, and virtual assistants—provides an effective solution. By leveraging AI,
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