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Case Study: SBI Card Transformed Digital Customer Service With Targeted Automation

December 14, 2020

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Why Read This Report

Leading Indian credit card and financial services provider SBI Card transformed its end customer experience (CX) with targeted AI and automation initiatives. SBI Card put together a mix of automation solutions atop a robust analytics and AI backbone to accelerate its ability to launch business solutions such as chatbots and intelligent process automation. This report outlines some sound operational and design practices that digital strategy leaders on similar automation journeys can adopt to deliver a seamless mobile-first CX.

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Table of Contents

  • Intelligent Automation Delivers Seamless Omnichannel Service
  • Situation: A Growing Customer Base Required Smarter Digital Channels
  • Approach: Make Foundational Investments In Intelligent Automation
  • Results: Customer Experience, Upsell, And Query Resolution Improved
  • Recommendations

  • Sound Design Principles Are Core To Automation Success
  • Supplemental Material
  • Related Research Documents

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