Haptik, one of the world’s largest conversational AI platforms has developed a next-generation Intelligent Virtual Assistant (IVA) for IIFL Holdings Limited (formerly India Infoline Finance Limited), an Indian diversified financial services company headquartered in Mumbai that serves more than four million satisfied customers across various business segments.
IIFL’s customer base has a unique profile where a major share of its customers have high repeat usage. Keeping investments and broking and its high-touch, time-sensitive service in mind, IIFL worked with Haptik to offer a 24X7, context-aware IVA.
ASK-IIFL IVA by Haptik employs automated query resolution for a series of common use cases and via multiple API integrations, the IVA was linked to IIFL’s Knowledge system and CRM, ensuring effective distribution of information to users at any point of time. With this deployment, IIFL was effectively able to respond to high-frequency investor queries like trading report, account statements and ledgers, investment tips and analyst recommendations.
The IVA runs at a resolution time of 45 seconds, resolving queries 75 percent faster whilst ensuring over 30,000 conversations and receiving an average user feedback of 3.7 out of 5. It has transformed IIFL’s customer support, significantly.
Speaking on IIFL’s strategic association with Haptik, Dharmender Narang, EVP & Chief Customer Experience Officer at IIFL, said, “IIFL Securities greatly prizes its customers and believes in empowering them to get self-help at their convenience. However, we are always available to support them whenever required. Our ASK-IIFL (Chatbot & Live Chat) developed & supported by Haptik’s Intelligent Virtual Assistant, has helped us cater to a large number of queries in real-time. The Ask-IIFL IVA has significantly reduced our resolution time and is leading our customer support efforts from the front. We would like to thank Haptik for a great beginning and look forward to working with them to further enhance our customers’ experience.”