Overview
An institution aimed to simplify how customers discover and apply for eligible financial products and subsidy programs.
The objective was to improve customer experience (CSAT), increase straight-through processing (STP), and reduce document processing time by automating eligibility checks and application workflows.
Challenge
Customers and service teams struggled with complex eligibility criteria and fragmented product information:
- Multiple financial products and subsidy schemes with varying eligibility rules
- Manual effort required to assess customer eligibility
- High dependency on documentation for validation
- Delays in matching customers to the right product or scheme
- Incomplete or incorrect applications leading to rework
This resulted in poor customer experience, longer processing cycles, and low conversion rates.
Solution
An AI-powered matching and eligibility system was deployed to guide customers and automate decision workflows:
- Eligibility Intelligence Engine
Evaluates customer profiles against product and subsidy criteria in real time - Product & Scheme Matching
Recommends the most relevant financial products or subsidies based on eligibility and need - Guided Application Flows
Assists users in completing applications with pre-filled data and contextual prompts - Document Intelligence & Validation
Extracts and verifies data from submitted documents to reduce manual checks - Automated Workflow Processing
Enables straight-through processing for eligible, low-risk applications - Customer Interaction Layer (Agent / Copilot)
Provides real-time assistance to customers or relationship managers
KPIs Impacted
- CSAT (Customer Satisfaction Score)
Improved through simplified discovery and faster application processes - STP Rate (Straight-Through Processing)
Increased by automating eligibility validation and low-risk approvals - Document Processing Time
Reduced through automated extraction and validation
Results
- 10–20% improvement in CSAT
- 25–45% increase in STP rate for eligible applications
- 30–50% reduction in document processing time
Business Impact
- Improved customer conversion through better product discovery
- Faster processing of applications and subsidy claims
- Reduced operational effort in eligibility verification
- Increased accessibility and adoption of financial programs
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