Credit info Leader gained a 32% Jump in CSAT using Devnagri’s Multilingual Conversational AI Bot Solutions
About Client
We work with a major player in the financial services world, think credit scores, identity checks, heaps of regulatory paperwork, and huge numbers of customer requests hitting their systems every single day. Their team deals with super confidential documents and must stay in line with all kinds of compliance rules. And, as you’d expect, people reach out in a mix of languages, from English to Hindi to Tamil and beyond.
The Challenge
Teams were slogging through piles of credit papers and ID checks, doing almost everything by hand. Processing apps could drag on for a day or more, which just wasn’t cutting it. And when it came to customer support? Agents were swamped with repeat questions, “Where’s my KYC update?” “Why is my credit report delayed?”, across email, IVR, and chat. Adding support for multiple languages made things much more chaotic. Agents had to rush to respond in the proper language, and things often fell through the cracks. At the same time, everything had to be tracked for audits, which made mistakes even more expensive.
Solution
We used Devnagri’s AI-powered solution to handle both papers and customer service. Our OCR/NLP system can now read information from all kinds of documents, including forms, address proofs, bank statements, and more. It checks, sorts, and flags stuff that needs a human look, so no one’s wasting time on routine checks.
For customer service, we implemented Devnagri’s Multilingual Conversational AI Bot that is capable of handling queries in ten-plus Indian languages, plugs straight into their helpdesk, and chats with people about account status, KYC, fresh loan applications, whatever they need. Natural speech, no stuffy scripts.
What Makes It Work
- AI reads and sorts both standard and messy (unstructured) documents, so fewer trips back to the customer.
- It picks out all those number-heavy fields (PAN, loan ID, GST), no more eyeballing forms.
- Hooks into core systems, keeping everything trackable for compliance.
- Voice bot handles loads of day-to-day questions over phone, chat, or IVR, at any time of day.
- Chatbot and document engine both speak regional languages, so no one’s left stuck with “sorry, English only.”
- Management now has real-time analytics, call drop rates, ticket closures, audit logs, all in one spot.
Impact
- Document turnaround went from 24 hours to about 9, which means 40% faster approvals across the board.
- The bot picks up 45% of incoming support calls automatically.
- We saw a 32% jump in customer satisfaction within the first few months. Customers like hearing answers in their language.
- Support and document handling costs dropped by roughly 35%, just from being able to sort, forward, and close cases faster.
- The voice bot’s hitting 94% accuracy on tricky questions, like “what’s missing in my loan file?” or “is my KYC verified yet?”
- Every document and case is tracked for audits, keeping everything squeaky clean for compliance.
By mixing real-time AI with language smarts, we made the whole experience easier for both the team and the customers. It’s made things easier all around, for folks at the desks, and for the customers on the other end of the line.
