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OMX Flow

Case Study on

Banking & Finance – AI-Powered Customer Support & Lead Qualification

Client: A private bank offering credit cards, loans, and investment services

Banking & Finance – AI-Powered Customer Support & Lead Qualification

Challenges

The bank's support team was overwhelmed with routine inquiries and manual processes:

Support team overwhelmed by routine queries about account info, card issues, and documentation

Loan team spent time manually qualifying applicants, delaying the process

No efficient system for customer alerts and security updates

The OMX Flow Solution

AI Support Chatbot: Handled balance inquiries, application status, and common support issues on WhatsApp

Automated Pre-qualification: Workflows collected user info and scored leads automatically

Security Alerts: Real-time fraud alerts and security tips sent to customers through WhatsApp

Results & Impact

60% reduction in support call volumes through AI-powered WhatsApp support

50% faster loan application processing with automated pre-qualification

Improved customer trust through proactive fraud alert communication