FirstTouch Digital Customer Satisfaction Qorus-Infosys Finacle Banking Innovation Awards 2025

The FirstTouch Digital Customer Satisfaction project redefines the traditional customer objections process by introducing the first fully automated, end-to-end resolution system in mobile banking-pioneering a true first contact solution. Previously, "card fee objections" required manual review by bank staff, often resulting in delays and inefficiencies. Now, through our mobile app’s digital assistant, customers can resolve objections instantly, without any human intervention. This AI-driven system evaluates customer criteria in real time and delivers decisions within seconds, marking a significant leap from the days-long manual process. Developed entirely in-house, the solution addresses key pain points-long wait times, complex procedures, and branch dependency-while reducing operational workload and environmental impact. To date, over 22,000 customer applications have been successfully processed through this system. As the first and only implementation of its kind in our country, it sets the foundation for a future where most service issues can be resolved at the first point of contact, reinforcing our leadership in digital banking and customer-centric innovation.