The client is an American multinational investment bank and financial services company with offices in more than 42 countries. The client caters service offerings to corporations, governments, institutions and individuals.
This US client partnered with Infosys to create a single platform to deliver comprehensive and scalable solution for its advisor teams. Infosys implemented a “one-stop” platform which enabled to reach the service desk with call prioritization and single platform FAQs. Improved advisor teams’ experience and shortened their query resolution time. Also, the developed platform offered a rich UI with additional features like chatbot, smart search for better user interaction.
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Business is getting a return on Investment of ~350K per annum and this number will go higher as more and more Advisory team members will use the new platform
Ease of access to daily service inquiries (an increase of 20%) offered by the rich featured user interface.
A single platform housing 5,200+ FAQs.
Platform enables advisor teams to become self-sufficient in solving issues and their research empowers them to dispatch the client queries effectively.
Reduction of average talk time by almost 13% offered. Improvements in call routing and information pass have reduced the average hold time (AHT) approximately by 40 seconds.