CHALLENGE The bank was struggling to keep up with customer support demands. Long phone queues, limited operating hours, and impersonal responses created frustration for customers. The high volume of calls required a large support staff, which cut into efficiency.
Long Wait Times: Customers faced long wait times due to overloaded phone lines and limited support hours.
Lack of Personalization: Generic responses failed to address individual customer needs.
Limited Availability: Getting help outside of business hours was impossible.
SOLUTION To address these challenges, AlumniHub implemented an AI-powered chatbot integrated with popular messaging platforms like WhatsApp and Telegram.
24/7 Support: The chatbot provided instant assistance around the clock, eliminating the need for frustrating phone queues.
Automation and Personalization: The chatbot was trained to handle 80% of common inquiries, freeing up human agents for more complex issues. Additionally, the chatbot could personalize offers and recommendations based on customer data.
Improved Accuracy: The AI-powered system delivered highly accurate responses, with an impressive 95-97% success rate.
RESULTS While still under implementation, initial tests of the chatbot are promising. Customers are experiencing a significant 50% reduction in wait times, and satisfaction is soaring thanks to personalized service and instant answers.