Organizations in the BFSI sector face a surge in diverse customer inquiries like product details, service clarifications, billing disputes, and technical support — demanding robust, responsive and scalable solution.

The volume and complexity of complaints in banking, exceeding 10 million annually, reflect serious inefficiencies in existing customer engagement processes, leading to erosion of consumer trust and directly impacting brand reputation, customer retention, and long-term growth. Moreover, the fact that over half of the complaints require formal escalation to regulatory or third-party grievance bodies reveals critical gaps in the initial resolution layers and a lack of effective first-touch resolution systems.

Adding to this challenge is the linguistic diversity of the customer base. With users speaking a wide range of regional languages, offering consistent, high-quality support across all touchpoints is increasingly difficult. Employing a large team of multilingual support agents is cost-prohibitive and operationally inefficient, making it unviable for businesses to ensure inclusive service coverage. This situation calls for intelligent automation and AI-driven solutions that can understand, classify, and resolve customer issues accurately, across languages and at scale, while also ensuring compliance with regulatory expectations and delivering superior customer experience.