How Haptik Helped IIFL Reduce its Operational Cost and Improve Customer Experience


Financial Services



Live Since

May 2018

Product Used

Customer Care


At IIFL Securities, we value our customers and believe in empowering them to get self-help at their convenience. However, we are always available to support them whenever required. Our ASK-IIFL (Chatbot & Customer Care), developed & supported by Haptik’s Intelligent Virtual Assistant, helped us cater to a large number of queries in real-time. The Ask-IIFL IVA has significantly reduced our resolution time and is driving our customer support efforts from the front. We would like to thank Haptik for a good beginning, and look forward to working with them to further enhance customer experience.

– Dharmender Narang, EVP & Chief Customer Experience Officer, IIFL


IIFL Holdings Limited (formerly India Infoline Finance Limited), is an Indian diversified financial services company headquartered in Mumbai. IIFL serves over 4 million satisfied customers across various business segments and is continuously building on its strengths to deliver excellent service to its expanding customer base.


IIFL received a high volume of support queries from customers, and wanted a solution that would address in an efficient and cost-effective manner.

The key objectives of the IVA included:

  • Enhancing customer experience with faster query resolution
  • Freeing up human agents to focus on resolving complex queries
  • Minimizing the need for human intervention to reduce the scope of errors


Haptik built an IVA for IIFL which helped them:

  • Swiftly resolve queries end-to-end for common use cases such as Trading Report, Balance and Transfer, Brokerage Calculators etc.
  • Reduce operational costs.
  • Increase customer satisfaction.

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