CX Transformation Delivers 80%+ CSAT and 94% Quality for a Large Fintech Company
CASE STUDIES
A large fintech company improved scalability, efficiency, and customer experience by implementing a multilingual, AI-enabled global chat solution, achieving 80.42% CSAT, 94%+ quality, stronger governance, and faster first-time resolution.
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About the Client
The client is a large financial technology company.Business Challenges
Rapid growth in transaction volumes and fluctuating demand created scalability challenges, increasing handling times, staffing needs, and support costs while putting customer experience and operational efficiency at risk.Business Solution
IGT Solutions deployed a scalable, multilingual global chat model powered by AI tools, standardized processes, and real-time analytics to improve efficiency, control costs, manage demand surges, and drive actionable insights to enhance customer experience.Business Results
80.42%
Customer Satisfaction
94%+
Enhanced Quality
Strengthened
Governance
Faster First-Time
Resolution
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