Franklin Templeton, one of the largest and oldest mutual fund houses, faced a critical hurdle in meeting the evolving expectations of its tech-savvy clientele. The traditional customer care model, relying on phone support and service tickets, was becoming obsolete. Avaamo designed a multi-channel front door across web, WhatsApp, Google Home, and Alexa that now processes over 180,000 queries monthly without human intervention.
Customer queries automated each month
Reduction in service tickets raised daily
Channels served: web, WhatsApp, Google Home, and Alexa
The challenge: a customer care model becoming obsolete
Franklin Templeton, one of the largest and oldest mutual fund houses, faced a critical hurdle in meeting the evolving expectations of its tech-savvy Generation X clientele. The traditional customer care model, relying on phone support and service tickets, was becoming obsolete. Recognizing the need for innovation, Franklin Templeton India sought to leverage the first-mover advantage in their industry by implementing cutting-edge Virtual Assistants powered by Avaamo to handle queries ranging from fund status to NAV, to fund transfer to KYC documentation.
The solution: a multi-channel digital front door
Avaamo designed a multi-channel front door enabling Web, WhatsApp, Google Home, and Alexa platforms, offering a universal AI-powered natural language interface that answered queries, as well as the laborious task-based workflow of onboarding new customers. The system now processes over 180,000 queries monthly without human intervention.