Case Study
How a Fortune 500 BFSI Brand Increased Topline by 10% with AI-Powered Customer Re-engagement
About the Client
A Fortune 500 BFSI organisation offering digital financial services to a large customer base. As the organisation expanded its digital lending operations, reducing customer drop-offs and improving loan journey completion became key business priorities.
Industry
BFSI
Focus
Digital Lending & Customer Journey Automation
The Challenges
High Customer Drop-Off
Customers frequently abandoned the loan journey during key stages such as offer review, DigiLocker KYC, and auto-debit setup.
No Real-Time Customer Support
Customers facing questions or process-related issues had no immediate assistance, leading to incomplete applications.
Manual Customer Re-engagement
Recovering dropped-off customers relied on manual outreach, making the process slow, inconsistent, and difficult to scale.
Revenue Impact
Since loan disbursals depended on completed applications, every drop-off represented a missed revenue opportunity.
The Solution
AuthBridge, powered by Vibrium’s Agentic AI platform, deployed multilingual AI agents across Voice, WhatsApp, SMS, and Email to automate customer engagement and guide applicants through the loan journey.
Journey Stage Detection
The platform identified exactly where customers had paused their applications, including offer review, DigiLocker KYC, and auto-debit setup.
Multi-Channel Engagement
Customers were automatically re-engaged through their preferred communication channel.
Context-Aware Conversations
Customer interaction history was carried across every touchpoint, allowing conversations to continue seamlessly.
Real-Time Guidance
AI agents resolved customer queries instantly and helped customers complete the remaining onboarding steps.
Key Results
| Metric | Before | After |
|---|---|---|
| Customer Re-engagement | Manual Follow-ups | Automated Multi-Channel Engagement |
| Customer Journey Support | Limited | Real-Time AI Assistance |
| Funnel Movement | Baseline | 15% Improvement |
| Customer Engagement Rate | Baseline | 60% |
| Overall Topline | Baseline | 10% Increase | Additional Headcount | Required for Scale | No Additional Headcount |
Products and Key Capabilities
Vibrium Agentic AI Platform
- AI-Powered Customer Engagement
- Voice AI
- WhatsApp Automation
- SMS & Email Automation
- Multilingual AI Agents
- Customer Journey Orchestration
- Intelligent Customer Routing
- Real-Time Query Resolution
- Context-Aware Conversations
- Loan Journey Automation
Conclusion
By automating customer re-engagement and providing real-time support throughout the loan journey, AuthBridge helped the client improve application completion and reduce customer drop-offs. The solution increased customer engagement, improved funnel movement, and contributed to a 10% increase in topline while enabling scalable customer interactions without additional headcount.
Case Study
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