About the Client

The client is one of India’s leading private banks that provides corporate and personal banking services like deposits, loans, and including insurance, wealth management, Investment banking to global customers. The financial company has 4900+ branches across different countries like Hong Kong, Singapore, Abu Dhabi & more.

91,800+

Employees as of 2023

US $13 Billion

in Revenue

US $170 Billion

Total Assets as of 2023

US $16 Billion

Total Equities as of 2023

Business Requirements

  • The client wanted to automate their customers’ daily banking operations through PWA & WhatsApp instead of spending time on bank applications, ATMs, and direct visits. 
  • The private bank is required to transform its banking operations related to debit card upgrades, Instant Loans, Insurance, Account balance & other operations related to personal accounts.
  • The client wanted to build a custom AI bot since most of the use cases require direct synchronization of bank databases in order to deliver a real-time response & resolution to queries.

Solution

  • Twixor team built an AI & NLP-powered Virtual Assistant that enables the customers to access it seamlessly from their WhatsApp or PWA options. The team set up a dedicated on-premises server to manage the authentications & authorization of registered & non-registered users.
  • The virtual assistant journey is designed in a secure and compliance-free manner that doesn’t request users’ Passwords or User IDs. It’s as effortless as a handshake with a bot through WA. 
  • The team built 20+ use cases consisting of static and API-driven banking operations. In order to deliver resolutions to each query in real-time and tackle multiple accounts (Current & Saving) linked to the same user, the bot was integrated with the client’s DB. 
  • Based on the request from the client, Twixor bot dev team developed FD Renewal & CC EMI calculator use cases considering banks’ regulatory rules. The solution enables the user to renew their FD investment and calculate credit card outstanding & convert it into EMI, all through WhatsApp chat. 
  • Twixor team implemented Adaptive rich cards, carousels, and product catalogs to improve user journey experience and lead conversion. 

Business Impact

USD ~4.57 Billion

Transactions Of  NRI FD Renewals via WA

<20%+

Debit/Credit Card Upsell Conversions

700K+

Conversations Handled

Technology & Third-party Integrations 

This practice involves custom integration of tools, platforms and managing of APIs.

Use Cases

Instant Loan on Credit Card

Personal Accident Insurance

Account Balance

Nearest ATM

Apply for Products

Solution Screenshots

Here are some sneak-peeks of the overall data visualized in an engaging way based on each use case.