WhatsApp Support Boosts Financial Query Resolution

About the Client

The client is one of the largest securities depositories in the world that holds $4 trillion of assets in Demat accounts. The security depository provides services to stock brokers, saving accounts, current accounts, issuer companies, and more through its National Network of Depository Participants and digital platforms.

31+

Investor Accounts as

of Feb 2023

US$ 3648 Billion

Demat Custody Value

62K+

Data Processing Service Centers

Business Requirements

The client wanted to modernize the service enablement of TIN (Tax Information Network) and PAN-related services over WhatsApp.
Since the accessibility of PAN and TIN-related operations over the Website is complex, the internal team had to deal with overwhelming support queries which involved a spike in operational cost.
In order to strengthen the point of access for all services from one channel, the client wanted to automate the process of application status, downloading of supported documents, etc.
The client is meant to have a solution that is capable enough to handle a diverse set of queries from its investor accounts which is close to 3116K accounts and service centers.

Solutions

The Twixor team built an intelligent AI Bot to automate the process of PAN and TIN application status checks and other related services on WhatsApp.
Our dev team had to deal with the integration of the securities depository database where for each query, the bot has to make an API call from thousands of databases in order to deliver precise resolution.
The client is now able to provide value-added services and drive seamless support assistance to investor accounts around-the-clock.
The team created a combination of DB hubs to provide real-time updates of PAN & TIN status and also integrated FTP that enables users to download documents related to services.