case study

Contact Center Modernization

Banking & Financial Services

Business Impacts

Reduced Time and Effort

Native Language Support

Language Switch between Conversation

24x7 Live Chat Availability

Customer Key Facts

  • Location : Asia-Pacific
  • Industry : Financial Services

Problem Context

The client is a leading private sector bank in India that offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and via its group companies. They wanted to enhance their customer experience on different banking services and reduce costs by eliminating wait time and providing self-service options for their clients. Hence, they were looking to build an effective query response system with a virtual agent deployed on a voice-enabled system that is capable of providing 24/7 support to customers.



  • Voice bot Support in Native Languages: Hindi, Marathi, and Telugu apart from English
  • Managing high variance in possible candidate response


Technologies Used

Google Cloud Platform

Google Cloud Platform





Build an Effective Query Response System with a Virtual Agent


Quantiphi leveraged Google Cloud’s DialogFlow platform to build a custom chat widget for providing text as well as voice capabilities to answer users' queries on different bank services. Unique functionalities include:
-Support to Indian Languages:- Marathi, Hindi, Telugu
-Language switch in between the conversation
-User’s Authentication through OTP
-Reset OTP
-Session Expire to avoid any fraudulent activity


  • Developing AI-powered voice agent which can be used by customers to solve various banking services queries; eliminating human dependency and providing round-the-clock customer service

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