Learn how yellow.ai helped Zest Money reduce operational costs and bring down query resolution time by 75%
Zest Money (ZM) is an NBFC (Non-banking financial institution) based out of Bangalore, India. Zest Money gives out mini loans for consumers buying on e-commerce stores within minutes.
The call volumes on the call centers were high which led to linearly scaling the call centers with the number of customers. Additionally, there was no scalable channel for Zest Money vendors to reach out for very specific queries when onboarding a new customer.
yellow.ai designed an omnichannel experience on WhatsApp and Website for both, Zest Money’s customers and vendors. On the customer side, we adopted the strategy to launch a live chat for the first 3 months on their website and app dashboards to help gather data around the types of queries that were coming repeatedly which gave the initial data for automation.
We launched a verified WhatsApp channel using the WhatsApp for Business (WABA) API and on the backend connected to the live chat module of yellow.ai enabling users to reach out to Zest Money easily.
yellow.ai built out a customer support conversational AI model that could answer the repeated queries and plugged the same as the first level query resolution on the live chat, the combined solution of Chatbot + Live Chat (For fallback).
Reduction in query
resolution time
Increase in customer
satisfaction
Tickets handled on
any given day
