True digitally enabled customer service through's AI/ML powered Bots
February 26, 2022

True digitally enabled customer service through's AI/ML powered Bots

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with

Bajaj Finance Ltd- Auto Finance has added
a feather to its Digital journey by introducing Chatbot “ BRO” currently a self-Service assistant. “BRO” adds
to the gamut of customer service touchpoint channels and provides customers
with an AI/NLP-enabled assistant, enriching the customers' experience with us.

With the monthly increasing customer base,
it was envisaged the need for additional customer service touchpoints.
Implementing “BRO” has the following benefits.

Chatbot will help address increasing
Customer base queries.
Can address multiple
customers in a single instance.

Maintain the same quality
of self-service for all the customers.
Reducing human error and
reducing rework.
Works 24X7 supporting
customers at odd hours.

In addition to Chatbot, we have also implemented
the Live chat app which is a fallback mechanism, in case “BRO” is unable to
service the customer. The customer gets routed to the Live chat agent who
clarifies the customer queries.
  • They are highly knowledgeable folks. Their technical skills have helped us in smooth implementation, rollout out & scale.
  • They have gone out of the way & helped us in setting up the rules without even asking for it.
  • All CRs were absorbed without any additional cost to us.
  • Very proactive & supportive team.
  • All good.
  • AI/ML powered chatbot.
  • Integration with WhatsApp.
  • Chatbot is another touch point for customer to do servicing of their loan.
  • The following are the benefits for the customers.
  • Avoid long wait times to reach agent.
  • Get quick and reliable and up to date information.
  • Easy and guided self-service journey.
  • Post-launch on 04-Jan-20, in one month we had around 28000 unique customers visiting the bot.
  • 24 X 7 availability.
  • Increased customer satisfaction.
  • Reduction in customer support manpower.
The main factor was use cases implemented elsewhere in the BFSI domain besides competitive cost & implementation timelines.

Do you think delivers good value for the price?


Are you happy with's feature set?


Did live up to sales and marketing promises?


Did implementation of go as expected?


Would you buy again?


I guess well suited for all kinds of use cases, scenarios across the industry, geography, businesses, etc.