Elevating Customer Experience: AI-Enabled Chatbot
In a Nutshell
To enhance real-time support in the fintech space, a Japan-based financial services leader partnered with Innovature Labs to build an intelligent FAQ chatbot using OpenAI’s GPT-3.5 and BERT. The bot is context-aware, multilingual, and trained on a curated dataset, delivering fast, accurate, and personalized responses. The result? A 63% increase in customer satisfaction and a significant reduction in operational load.
In a Nutshell.
To enhance real-time support in the fintech space, a Japan-based financial services leader partnered with Innovature Labs to build an intelligent FAQ chatbot using OpenAI’s GPT-3.5 and BERT. The bot is context-aware, multilingual, and trained on a curated dataset, delivering fast, accurate, and personalized responses. The result? A 63% increase in customer satisfaction and a significant reduction in operational load.
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Inside the Opportunity
- Traditional customer support was slow, with long wait times for resolving financial queries.
- Demand for 24/7 support and personalized experiences was rapidly increasing.
- The existing system lacked scalability, contextual intelligence, and multilingual capability.
- There was a growing need to reduce dependency on human agents for routine inquiries.
Inside Innovature’s Thinking
- Deployed a chatbot using GPT-3.5 for natural conversation and BERT for contextual precision.
- Trained on a custom FAQ dataset for domain-specific accuracy.
- Designed for context-aware responses—same question, different answers based on conversation flow.
- Integrated multilingual support (English & Japanese) out of the box.
- Built with a scalable backend, adaptable across domains beyond fintech.
- Enabled human-like interactions, improving trust and engagement with end users.
Inside the Impact
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Client Overview
Our client is a leading fintech company based in Japan, sought to revolutionize customer interactions through the integration of an AI chatbot into their financial services. Recognizing the evolving demands of their tech-savvy customer base, our client aims to enhance user experience, streamline customer inquiries, and ultimately foster a more efficient and personalized engagement.
Problem Statement
The existing customer support infrastructure is experiencing bottlenecks, leading to extended waiting times and potential delays in resolving financial queries. Additionally, the growing demand for personalized services in the digital era necessitates a more advanced and efficient solution. To overcome these obstacles, there is a critical need to implement an AI enabled chatbot that can streamline customer interactions, reduce response times, and enhance the overall customer journey.
Our Solution
Our FAQ chatbot application is a cutting-edge solution leveraging OpenAI’s and BERT model. It has been meticulously trained on a curated dataset of frequently asked questions and answers, enabling it to provide users with highly accurate and contextually relevant responses.
When a user submits a query, the chatbot processes the input, grasps the context, and retrieves the most suitable response from its knowledge base. What sets our chatbot apart is its proficiency in delivering context-aware answers, recognizing that the same question may necessitate different responses based on the context.
Users can engage in natural language conversations, receiving human-like and dependable answers. Moreover, the application’s architecture is scalable and adaptable, making it suitable for diverse domains and industries. Overall, our Chatbot application excels in accuracy and reliability, enhancing
user experiences across various information-seeking scenarios, from customer support to knowledge retrieval.
Client Benefits
1.Reduced Human Errors: Automation reduced the risk of human errors in customer interactions, improving the quality of service.
2. Multilingual Support: Chatbot provided multilingual support (English and Japanese) without the need for hiring and training multilingual customer support agents.
3.Quick Response to FAQs: Excels at addressing frequently asked questions, reducing the workload on human agents and enabling them to handle more complex issues.
4.Enhanced Customer Support: 24/7 customer support, addressing inquiries promptly. This led to a 63% increase in customer satisfaction
5. Multiple Implementation: Effortlessly collects customer information which could later be used for re-marketing purposes.
