Voice assistant for CSAS branches & bankers Qorus-Infosys Finacle Banking Innovation Awards 2025- Nominated

Our project aims to implement a complex voice assistant for branch offices to enhance service availability and efficiently manage client requests. Annually, clients generated approximately 4.6 million calls to bankers' mobile phones and around 400K calls to branch landlines. Due to bankers' busy schedules, over 60% of mobile calls were not answered on the first attempt, resulting in delays and callbacks. By automating responses using a combination of NLP and innovative LLM approach, we ensure 100% call response on the first attempt, significantly improving client experience and freeing up bankers' time for advisory roles. Inspired by successful voicebot implementations, our solution integrates advanced capabilities tailored to banking needs, setting us apart from generic solutions. The project involves collaboration between IT, customer service, and branch operations departments to ensure seamless integration. The voice assistant independently resolves over 20% of call volume with 24/7 availability, featuring more than sixty automated scenarios and nearly twenty active operations. Its skills include meeting arrangement, card blocking, and providing personalized product information. By introducing the voice assistant, we save time for branch bankers, allowing them to focus more on meetings and financial advisory, aligning with the bank's strategy and helping achieve key KPIs. So far, the voice assistant has significantly enhanced client satisfaction, decreased calls on branch advisors by more than 50%, and increased banker availability to 65%.