Product:
Conversational Customer Follow-up Engine
Agency:
Jubi.ai
Role:
Business & Product Manager
Problem
Digital finance sector in India is hyper competitive, with a number of institutions and fintechs
in the space, one of the key issues faced is the number of lead drop-offs seen in the follow-up
stage, leading to an exponential increase in outbound call-center sizes and cost of
conversion/lead.
Challanges
- Automated system to notify the users via sms, email, push notifications.
- 9 separate drop-off points with 6 sub-points each unique to individual users (1000s of
possible flows) (based on internal research we conducted)
- Minimal integration with internal systems due to data security reasons (PIIs cannot leave
their internal environment)
- Cross-platform should work with their apps and web portals.
- Automated Time - sensitivity users should be able to view only relevant options at the
particular time of the day.
Solution
- An AI powered URL based adaptive conversation platform that handled 1000s of unique flows
via string mapping.
- On-premise user data encryption into a 12 digit unique ID and tagged together with
additional unique parameters like Bank ID, Product ID, Channel ID etc.
- Unique link created for every users basis the encoded parameters and mapped data.
- PWA Created for simple integration with mobile apps.
- Integration with internal CRMs for secure delivery without the leak of PII Data.
- Reports delivered via email on bi-hourly basis, along with a dashboard for any time delivery
with IP based restrictions, for additional data security.
Result
the system has seen over 1 million unique users so far providing additional information basis
one of the 9 major flow eg. appointment set-up.
