Client Overview

Our client is an NGO responsible for providing critical support services to defense personnel, including pension management, personal record updates, and query resolution.

Currently, they manage a large and diverse user base who require secure and reliable access to these services. For this user base, ensuring timely support while maintaining strict data security and compliance standards is also very important.

Challenge

After careful analysis, our engineers identified that our client faced repeated setbacks while accessing essential services like pension updates, user information changes, and query resolution due to scattered manual processes

Our Solution

• We developed a secure AI-powered platform that improved access for their user base and also improved the query resolution. This helped users to ask queries in their natural language and get instant responses to the same.

• We also developed an AI-integrated ticketing system for unresolved queries.

• Incorporated a secure payment workflow for their service-based requests.

• Established a callback system where customer support representatives would call back a user whose query wasn't resolved.

• Since our client was involved in managing sensitive information, we ensured a role-based access remained for secure information passing.

Business Outcome

• Integration of our solution allowed the users to ask queries easily. This reduced waiting time by 40%.

• Removed the time needed to manually look up data by 50%.

• Tackled redundant manual processes and related blockers.

Tech Stack