How can you make customer support less cumbersome and more delightful?

Our client, a large financial institution with millions of customers, faced two major inefficiencies in their customer support system – operationally, calls often being re-routed through multiple agents, costing time and money. At the same time customer dissatisfaction ran high, due to a significant delay in problem resolution.

Infosys identified that this could be addressed through acquiring better knowledge of the customer. So we analyzed customer history, and created a predictive model to streamline the Interactive Voice System (IVR). This resulted in an epic transformation of a clunky hit-and-miss customer support system to a reliable model that often knew what the customers wanted even before their call was answered.