WHO: One Of The Largest Banks In India
WHAT: A 360 degree AI/ML Enabled Intuitive Customer Platform
- Consumer scale data platform
- Segmentation & activation tools
- Al-powered customer insight
Our client is one of the largest banks in India. The bank has multiple roles which require access to the customer information for functioning. Each role requires customer data points; for example, outbound contact centre- service details, inbound contact centre for cross-sell, relationship team for retrieving the entire set of relationship details. The old customer platform was a static, non-intelligent interface. All the roles require access to the customer information in a different way for which they needed to search through the available information.
Old application was non-action oriented which was purely informative, actions were required to be triggered in the respective applications/core systems like the lead generation in CRM. The client wanted to establish new Customer 360 cloud-native platform to provide a solid foundation for creating universal services and integrations which can be reused and leveraged across the bank as building blocks.
The platform should support non-technical configuration, should be highly scalable, performant and enable rapid releases.