Client: Australian Financial Services Provider
Challenge:
The client’s contact centers faced high volumes of routine queries, leading to long wait times and low Net Promoter Scores (NPS). Limited personalization reduced customer trust and engagement.
Solution:

Chrysalis implemented a financial AI engagement ecosystem designed to improve both operational efficiency and customer trust:

• AI Virtual Assistants automated routine queries like account balances, transaction histories, loan eligibility, and card block requests, drastically reducing customer wait times.
• Predictive Analytics leveraged transaction patterns and customer data to proactively suggest financial products such as savings plans, credit upgrades, or investment opportunities, tailored to each customer’s profile.
• Fraud Detection Alerts are integrated into the customer support experience, sending real-time warnings about suspicious activity, reassuring customers and strengthening trust.
• Intelligent Routing used AI to direct complex queries to the right human agent, reducing misdirection and ensuring faster, more accurate resolution.

Results:
✔ 50% Reduction in Call Center Load by automating FAQs.
✔ 35% Increase in Customer Engagement with AI-led personalization.
✔ Higher Customer Trust & Retention, reflected in a 20% NPS improvement.