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Banking verified Verified Outcome TRL N/A

GenAI Customer Assistant to Reduce Cost-to-Serve and Improve Service Productivity

domain Client: Large Indian Financial Services Group handshake Provider: Microsoft (Azure OpenAI Service + Azure AI Search) schedule Deploy: 6–9 Months
94 Impact
Enterprise Ready
Evidence Score: -/10
Strength: Tier 1

Executive Summary

ANALYST: COI RESEARCH

Aditya Birla Capital implemented a customer-facing generative AI assistant using Azure’s app, data, and AI stack, targeting lower latency information access and improved service efficiency. Publicly reported outcomes indicate meaningful operating cost reduction and measurable productivity uplift, suggesting a pragmatic deployment focused on unit economics rather than experimentation.

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Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Financial services organizations face increasing pressure to provide instant, accurate product and service guidance across multiple lines of business, while controlling contact-center load and maintaining compliance-safe responses. Traditional chatbots and knowledge bases can struggle with discovery, contextual relevance, and latency, leading to agent escalations and higher cost-to-serve. Scaling such experiences also introduces operational risk around content freshness, retrieval accuracy, and handling sensitive customer interactions responsibly.

psychology The Solution

The organization deployed the SimpliFi assistant with Azure OpenAI Service supported by an Azure-native architecture for search and orchestration (including Azure AI Search and related services) to reduce latency and improve response relevance. The implementation pattern aligns to an enterprise “platform” approach—reusable components, scalable deployment controls, and operational guardrails—rather than a one-off bot. A COI-grade view of the methodology emphasizes retrieval grounding, daily data refresh patterns for key content, and operational pathways to escalate to live representatives when appropriate.

settings_suggest Technical & Deployment Specs

Integrations
Standard API
Deployment Model
SaaS / Hybrid
Data Classification
Internal
Estimated TCO / ROI
Contact for details

trending_up Impact Trajectory

Audited value realization curve

40% operating cost reduction Verified Outcome
Primary KPI30s → <1s response latency
Audit Cycle20% agent productivity lift

policy Compliance & Gov

  • Standards: Standard
  • Maturity (TRL): N/A
  • Evidence Score: -/10
  • Data Class: Internal

folder_shared Verified Assets

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Verified Case Study
PDF • Version 1.0
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Technical Audit
PDF • Audited
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Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for Large Indian Financial Services Group without exposing sensitive IP or identities.

Private
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1. Raw Evidence

Audit ID: #PRIV-272
Evidence: Direct SQL Logs
Public
public

2. Verified Asset

Outcome: Verified
Ref ID: #COI-272

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