Transforming Customer Experience with Enhanced Mobile App Engagement and Seamless Self-Service Solutions

For a Global Financial Services Leader

Quantiphi developed an AI-powered virtual assistant with a customer-first approach, simplifying app navigation and making everyday banking effortless. The solution enhanced self-service capabilities by providing human-friendly interactions, resulting in a 30% Net Promoter Score (NPS) improvement and a 50% surge in mobile app usage. With over 85% Natural language processing (NLP) accuracy, the assistant streamlined user journeys and boosted digital engagement

About the Client

The client is a prominent US-based financial services institution, who provides a comprehensive range of banking, investment, mortgage, and consumer finance solutions across the globe. It emphasizes customer-centric strategies, digital innovation, and responsible financial practices to support individual and business growth while fostering long-term client relationships and community development.

Problem Statement

The client wanted to modernize one of their customer-facing banking applications, which was not giving the best of self-service capabilities leading to increased call volumes.

Challenges

• Digital Adoption Lag: Underperforming in-house NLU hindered digital adoption and customer experience.
• Navigation Issues: Customers had to manually navigate the app for answers, leading to inefficiencies.
• Call Deflection: Suboptimal self-service frequently led to calls being redirected to customer service agents.

The Solution

Quantiphi utilized its in-house AI-powered accelerators in conjunction with GCP's Contact Center AI to develop an advanced virtual assistant. This solution empowered users to ask questions directly, eliminating the need for complex app navigation and overcoming the limitations of traditional NLU systems.

Key Features :

• Enhanced NLP Accuracy: Leveraged advanced AI-powered algorithms and Dialogflow CX to deliver precise understanding and responses.
• Intent Recognition: Enhanced NLP designated to understand and address customer intent ensuring seamless query resolution.
• Improved Self-Service: Customers could now interact with the digital assistant for faster and more convenient service.

Results and Impact Created

Quantiphi’s solution delivered significant improvements for the client:

• More than 85% NLP Accuracy: Improved intent recognition and response accuracy.
• NPS improved by over 30%
• 6 Billion + Annual Logins: Demonstrating high user engagement with the digital assistant.
• Over 25 Million Users: The app experienced widespread adoption and usage.
• Employee Beta Launch: Successfully tested with 50+ thousand employees before full rollout.