How Jana Small Finance Bank Improved Resolution Rates by ~10% with Voice AI
Jana Small Finance Bank is an India-based small finance bank headquartered in Bengaluru, focused on serving retail and underserved customer segments through a growing branch-led + digital distribution model. In FY24, the bank reported total deposits of ₹22,571 crore (38% YoY) and has continued expanding its physical footprint, crossing 750+ branches.
Where the Experience Fell Apart
- Spike-driven queues hurt accessibility: During peak hours and festival surges, customers faced longer waits and more missed connections—when they needed the bank most.
- Inconsistent experience across calls: Even with scripts, agent energy dropped over the day, leading to uneven conversations and variable outcomes for customers.
- Early voice bots felt unnatural: Latency and poor turn-taking (handling pauses/interruptions) made calls feel robotic and caused customers to disengage.
- Hard to scale sensitive journeys: High-stakes calls like pre-approved loans and EMI reminders needed clarity and empathy, but consistency was difficult at large volumes.
The Turning Point: ConvoZen Voice AI Agents made support faster, simpler, and scalable
- Multilingual, accent-smart voice: Enabled outreach across diverse customer segments with natural conversations in 9+ Indian languages and regional accents.
- Context-aware, customizable interactions: Adapted call flows for BFSI journeys like pre-approved loans and collections based on customer inputs.
- Easy API integration: Connected with Jana’s existing systems and data to power personalized, action-oriented calls.
- Campaign control & analytics visibility: Deployed agents into campaigns and continuously improved business using dashboards and transcripts.
Measurable Improvements with ConvoZen
- Drove ~10% increase in resolution rates across multiple use cases.
- Delivered ~7% overall sales growth by improving conversion performance at scale.
“Competitive loan leakage fell significantly with ConvoZen-led outreach. Customers stayed with our pre-approved offers over other competitors.”
– Giridhar Amerla, Head of AI & Innovation, Jana Small Finance Bank
About ConvoZen
ConvoZen is an enterprise-grade Unified Conversational Agent Platform that turns conversations into outcomes on a single AI Agent Stack. Orchestrate multilingual workflows across omnichannel agents with persistent context, governed execution, and 100% interaction visibility to surface sentiment, compliance risk, and resolution gaps—so operations improve continuously at scale.
Fueling your growth, one customer at a time.
