Business Messages helps India’s Federal Bank increase CSAT by 25% while also achieving a 98% accuracy rate
Federal Bank Limited is a major Indian commercial bank with more than 1,300 branches and a customer base of more than 12 million across different states and is guided by the mantra ‘Digital at the Fore, Human at the core’. As India’s first bank to digitize all branches, Federal Bank has been a pioneer in leveraging technology to drive its business ever since it bought its first server back in the 1990s.
In 2020, Federal Bank partnered with Riafy Technologies, which specializes in conversational artificial intelligence (AI) technologies. Riafy’s AI-driven solutions integrated with Google’s Business Messages helped Federal Bank dramatically cut down handle times and improve customer satisfaction.
Federal Bank Limitedwww.federalbank.co.in
increase in number of customer questions received after enabling on multiple Google entry points
increase in customer traffic through Business Messages
increase in CSAT score; customer ratings show that Federal Bank’s Business Messages experience is preferred over other banks
“The Bank’s mantra is “Digital at the fore, human at the core” and the conversational BOT, Feddy, built in association with Riafy is truly representative of this philosophy. Using Artificial Intelligence and delivering the capability across multiple channels, we have enhanced customer delight.”
Ms. Shalini Warrier, Executive Director at Federal Bank