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Agentic Bots for Customer Query Handling in Retail Banking

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Amantra partnered with a top retail bank to deploy Agentic AI-powered bots for managing high-volume customer queries across channels. These bots went beyond rule-based scripts by understanding context, learning from interactions, and autonomously resolving customer issues in real time significantly improving first-contact resolution, reducing support costs, and boosting customer satisfaction scores.

The Business Challenge

The bank's customer service team was overwhelmed with thousands of daily queries ranging from balance checks to loan status updates, KYC issues, card blocking, and digital banking help. Key challenges included:
  • Long wait times and overloaded IVR systems
  • Inconsistent responses across agents and channels
  • Low first-contact resolution rates
  • Escalation overload on human support teams
  • Limited visibility into customer query trends and gaps
Traditional chatbots lacked the adaptability and intelligence to handle diverse, complex banking queries at scale.

Amantra Solution

Amantra deployed its Agentic Bot Framework, an advanced AI system designed to understand, reason, and autonomously manage customer queries with minimal human intervention. This solution transformed the insurer’s call center operations by combining multi-channel accessibility, contextual intelligence, and dynamic knowledge retrieval.

Core Solution Highlights:

  • Natural Language Understanding (NLU): Bots comprehended queries in English, Sinhala, Tamil, and code-mixed language (Tamilish), accurately interpreting customer intent across diverse linguistic expressions.

  • Multi-Channel Deployment: Seamlessly integrated with mobile apps, websites, WhatsApp, and IVR, providing consistent and personalized support across all customer touchpoints.

  • Contextual Memory: Retained conversation history and customer context across interactions, ensuring seamless continuity and reducing repeated explanations.

  • Dynamic Knowledge Retrieval (RAG): Accessed up-to-date policy, product, and claims data in real time from internal repositories, enabling accurate, on-demand responses.

  • Escalation Intelligence: Successfully handled 85% of queries autonomously, while intelligently routing complex or exceptional cases to live agents with full context for faster resolution.

This deployment not only reduced operational costs and agent workload but also improved first-contact resolution, customer satisfaction, and service availability, delivering a transformative impact on the insurer’s customer experience.

Key Outcomes & Impact:

  • 85% Query Resolution Rate: Achieved high first-contact resolution autonomously, minimizing the need for human intervention.

  • 60% Reduction in Contact Center Load: Freed human agents to focus on complex, high-value cases, improving efficiency and reducing burnout.

  • 24x7 Service Availability: Delivered consistent and accurate support around the clock, ensuring customers received assistance anytime.

  • 40% Increase in Customer Satisfaction (CSAT) Scores: Faster responses and personalized interactions significantly enhanced customer experience.

  • Live Query Analytics: Real-time dashboards provided insights for product and service teams, helping to close information gaps and drive continuous improvement.

This deployment not only optimized operational efficiency but also enhanced customer experience, positioning the insurer as a digitally empowered and customer-centric organization.

Client Testimonial

“Amantra agentic bots helped us reimagine customer support. They don’t just respond they understand, adapt, and resolve.” — Chief Digital Officer, Leading Retail Bank

Let’s Redefine Customer Service with AI

Ready to upgrade your customer experience? Discover how Amantra agentic bots deliver real-time, intelligent query handling at scale. Book a Demo | Talk to Our Banking AI Expert