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Aditya Birla Capital Records Over Four Million Customer Interactions On Digital Service Platforms

These interactions on platforms such as WhatsApp, Chatbots, Websites, and Apps crossed the four million mark in the past three months during the Covid-19 lockdown.

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Aditya Birla Capital Limited (ABCL), the holding company of the financial services businesses of the Aditya Birla Group, has said that it records a significant rise in customer interactions on the digital channels of its subsidiaries. These interactions on platforms such as WhatsApp, Chatbots, Websites, and Apps crossed the four million mark in the past three months during the Covid-19 lockdown, witnessing an almost 2X jump when compared to the same period last year. 

Several services like change of address on the website for the stockbroking business or using WhatsApp for renewal of Health Insurance policies or registering SIPs for Mutual funds were introduced for the first time in the industry. The Mutual Fund business recently introduced Google Assistant based voice bot for the top customer queries. The Lending business and Mutual Fund business have developed a machine learning (ML) based email bot for automated servicing of over 30,000 customer queries a month, said the company.

The businesses witnessed WhatsApp emerging as one of the most preferred channels, with almost a million customer interactions since March’ 20. 

Ajay Srinivasan, Chief Executive, Aditya Birla Capital, said, “Digital enablement to create a superior customer experience throughout the customer journey has been a key part of our agenda. This enabled us to proactively transform our customer journeys to being 100% digital during the period of lockdown. These capabilities held us in good stead when COVID hit the world and helped us to service our customers without any interruptions. We will continue to leverage new technologies to make our customer and distributor experience best in class.”   


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Aditya Birla Capital digital service platforms