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.

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.