Ai Google

IIFL Delivers Seamless CX with Sozhaa Omnichannel AI

Project details

Category ,
Date July 12, 2025
Website www.google.com
Author admin
How it works:

IIFL, a leading financial services company, partnered with Sozhaa

to deploy an AI-powered omnichannel customer engagement solution across WhatsApp, website chat, and mobile platforms. The system was built to provide instant support for various services such as account opening, loan inquiries, document submission, and investment-related queries. With natural language processing (NLP) and intent recognition, the virtual assistant could accurately interpret customer needs and provide relevant solutions 24/7.
The omnichannel setup allowed IIFL to centralize customer interactions, ensuring consistency and continuity no matter where the user started the conversation. Customers could begin an interaction on the website and continue it on WhatsApp without losing context. The bot was also designed with multilingual capabilities, making it inclusive and accessible to customers across India. This seamless integration significantly reduced support wait times and improved overall satisfaction.
IIFL, a leading financial services company, partnered with Haptik to deploy an AI-powered omnichannel customer engagement solution across WhatsApp, website chat, and mobile platforms.
IIFL, a leading financial services company, partnered with Haptik to deploy an AI-powered omnichannel customer engagement solution across WhatsApp, website chat, and mobile platforms.
Our challange:
IIFL faced rising customer expectations in a fast-moving digital finance environment. With users seeking quick resolutions across various channels, traditional siloed support systems led to fragmented experiences and slow response times. The growing query volume across platforms like WhatsApp, web chat, and app chat made it difficult to scale support efficiently. IIFL needed a smart, unified solution to offer real-time assistance and maintain service quality across channels.
What types of queries does the virtual assistant handle ?

The AI assistant covers a wide range of services—loan application status, account-related questions, investment options, EMI queries, and branch locations. It handles both informational and transactional tasks in real time.

How does omnichannel support benefit IIFL customers ?

Customers can switch between platforms (e.g., web to WhatsApp) without repeating information. The system retains context, making every interaction faster, smoother, and more personalized—no matter where it begins.

What role does multilingual support play ?

The assistant is equipped to converse in multiple Indian languages. This helps IIFL connect with a broader customer base, including those in regional areas who prefer communication in their native language.

How was the chatbot integrated with IIFL’s backend systems ?

The bot connects with CRM, KYC systems, and product databases, enabling it to fetch customer data, validate documents, and provide personalized responses. This deep integration ensures accuracy and trust.

Is the system available 24/7 ?

Yes. The AI assistant is live round the clock, ensuring that customers can get help anytime—even outside business hours. This reduces dependency on call centers and improves SLA compliance.

What happens when the bot cannot solve a query ?
The assistant intelligently escalates complex queries to human agents, transferring full chat history. This hybrid approach ensures resolution without frustration, improving user experience and operational efficiency.
Achievement:
With Sozhaa’s omnichannel AI solution, IIFL saw a significant uplift in customer engagement and operational efficiency. The company managed to automate over 70% of routine queries, leading to a 40% drop in support ticket volume and a 3x faster resolution rate. Omnichannel continuity empowered customers to choose their preferred channel while enjoying a unified, consistent experience. The result was improved CSAT scores, reduced operational cost, and a stronger digital-first reputation for IIFL in the competitive fintech space.
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