Tonik Bank leverages Gupshup’s GenAI to automate tasks, improve customer satisfaction, and achieve significant operational efficiencies.
As a digital-first bank in the Philippines, Tonik faced challenges in scaling operations while delivering superior customer experiences. Gupshup’s GenAI solutions helped address these issues by automating routine tasks, providing instant support, and enabling personalized interactions. This allowed Tonik to reduce response times, improve satisfaction, and streamline operations without escalating costs.
At the heart of the solution was a GenAI-powered chatbot integrated into Tonik’s mobile app. The chatbot handled 75% of customer queries autonomously, from FAQs to routine banking tasks like balance checks and transactions. By combining Gupshup’s fine-tuned ACE LLM with traditional NLP models, the system optimized for accuracy, speed, and cost. Fine-tuning reduced AI hallucinations, ensuring reliable responses and boosting AI accuracy to 95%. This significantly boosted AI accuracy and reliability, resolving 75% of customer queries autonomously.
Automation enabled human agents to focus on complex issues, consequently increasing customer care efficiency by 4.3 times. The system also provided continuous feedback loops, ensuring sustained performance and adaptability. This AI-driven transformation led to a 45% increase in customer satisfaction ratings. The success of Tonik’s AI implementation showcases how GenAI can enhance digital banking. The initiative is projected to save over USD 20 million in operational costs over three years, setting a benchmark for innovative and customer-centric banking solutions in a rapidly evolving financial landscape.
Tonik’s use of Gupshup’s GenAI demonstrates how this can improve digital banking. By integrating AI for scalable, personalized services, Tonik sets a benchmark for customer-focused innovation in a competitive market.