A leading global financial institution sought to enhance its customer support and reduce operational costs through Generative AI (GenAI). By implementing AI-driven chatbots and automated testing strategies, the organization aimed to reduce reliance on contact centers and optimize its testing strategy to cut costs. Partnering with Photon, the institution developed a phased approach to leverage GenAI for both customer service and automated testing processes.
Transforming Customer Support and Automated Testing with GenAI
The Challenges
The financial institution faced several operational challenges in its customer service and testing strategies:
Customer Support Automation: The organization sought to reduce its dependency on traditional contact centers by improving its chatbot and Interactive Voice Response (IVR) systems. The goal was to automate responses to common customer inquiries, reduce call volume, and lower operational costs.
Testing Strategy Optimization: The institution also wanted to revolutionize its testing processes across its portfolio. By reducing the manual effort involved in software testing and enhancing quality assurance, the organization aimed to achieve a 20% reduction in testing costs.
The Solution
Photon introduced a comprehensive GenAI solution to tackle both challenges by leveraging AI-driven automation.
Customer Support Automation
Unified Platform
A unified interface was created to manage all customer interactions, integrating chatbots and virtual assistants to automate responses to common customer issues.
Staged Approach
The solution was rolled out in stages, progressively improving chatbot and IVR systems to reduce overall call volume and reliance on human agents.
GenAI-Powered Chatbots
Generative AI was used to train and improve the chatbot systems, enhancing their ability to handle complex queries and direct customers to appropriate solutions.
Automated Testing
AI-Based Automated Testing
A new testing strategy was introduced, using AI-trained Software Development Engineers in Test (SDET) to produce higher quality test cases, automate testing processes, and verify results.
Pre-Development to Post-Development
GenAI was integrated into all phases of development, from pre-development planning to post-development testing, ensuring continuous improvement in testing efficiency.
Results
The GenAI-driven solutions delivered significant improvements across both customer service and testing operations:
Customer Support Automation
Reduced Call Volume
The enhanced chatbot and IVR systems reduced the need for contact center support, lowering call volume and reducing operational costs.
Improved Customer Satisfaction
Automated responses and faster issue resolution led to an increase in customer satisfaction.
Automated Testing
Cost Reduction in Testing
The AI-based testing strategy reduced testing effort by 20%, cutting costs and improving the quality of test cases and overall software performance.
Increased Efficiency
Both customer service and testing processes were streamlined, allowing the institution to reallocate resources to higher-value tasks.
Technology Stack
The GenAI solutions were built on a robust and scalable technology stack:
Generative AI Chatbots and IVR Systems: Powered by advanced AI models to automate customer interactions and optimize service response times.
AI-Trained SDET: Utilized AI to enhance software testing processes across the development lifecycle, from pre-development to post-production.
Conclusion
Through its partnership with Photon, this leading global financial institution successfully transformed its customer support and testing operations using Generative AI. The automation of customer inquiries and the implementation of AI-driven testing strategies resulted in significant cost reductions, increased efficiency, and enhanced customer satisfaction. This case study demonstrates how GenAI can revolutionize both customer service and software development in the financial industry.
