A medium-sized BFSI company with over 5,000 employees spread across branches was experiencing a high volume of IT service desk tickets related to compliance verifications, password resets for core banking systems, and regulatory policy inquiries as per RBI guidelines. During month-end reconciliations, the peak-hour call volumes tripled, causing strain on the outdated IVR system and resulting in an average hold time of 25 minutes and a 35% ticket backlog.
To address these challenges, an AI-powered IVR system was implemented, integrated with AutomationEdge’s platform. This new system utilizes conversational AI IVR technology with NLP engines such as Google Dialogflow CX or custom Rasa models, along with speech-to-text capabilities through Azure Cognitive Services. The voice bot for employee support now has the ability to authenticate users through Active Directory, access real-time data from ServiceNow ITSM, and query internal compliance databases securely via APIs.
This implementation of conversational IVR for employee support not only enables 24/7 operations across different time zones but also ensures prompt and audit-ready responses, thereby reducing the risk of regulatory fines under the DPDP Act 2023.
