Corporate Overview
Introduction
Theme Note 2026 Highlights Message from the Chairman Message from the CEO & MD Message from the Whole-time Director & CFO Report Profile Outcreating for those we ServeLTM at a Glance
Who We Are Service Offerings Industries Verticals Geographical FootprintA Year Where We Outcreated
Key Performance Indicators Awards and RecognitionDelivering Value through Business Creativity
Business Model Operating Context Stakeholder Engagement Materiality Risk ManagementCase Studies
Outcreate, Responsibly
ESG Vision and Progress Environment Social GovernanceStatutory Reports
Management Discussion and Analysis Business Responsibility and Sustainability Report Board’s Report Corporate Governance Report Risk Management ReportFinancial Statements
Standalone ConsolidatedGlobal Presence and Notice
Global Presence Notice of the thirtieth AGM
Banking
& Financial
Services The client is one of North America’s largest banks, offering a comprehensive range of financial services, including personal and retail banking. It serves over 20 Million personal banking and branded card customers, along with 46 retail partner clients across its North American operations.
Business Complexity
In the retail and personal banking space, the client faced multiple operational and experience-related challenges that impacted efficiency and customer satisfaction:
- Inconsistent customer experiences: Variability in agent performance and interactions led to misaligned CSAT and NPS scores
- High call drop rates: Nearly 85% of calls were dropped or left unaddressed due to long wait times and suboptimal first-call experiences
- Elevated operational costs: Each call incurred an average cost of USD 12, significantly affecting efficiency
- Skill gaps and workforce challenges: Inefficiencies in skill-based routing, training, retention, and workforce management impacted service delivery
- Collaboration complexities: The need to align technology and business teams for effective governance across transformation initiatives
Our Approach
We partnered with the client to design and implement a multi-year contact center modernization roadmap, aligning business priorities with a future-ready technology architecture.
- Conversational AI integration: Deployed digital and voice-enabled bots with ASR and speech-to-text capabilities, serving over 20 million customers and 46 partners
- 24/7 multilingual support: Enabled always-on customer engagement across languages and channels
- AI-powered automation: Introduced human-like voice agents to manage customer interactions and automate routine tasks
- Real-time query resolution: Leveraged Agentic Assistant with RAG-based search to deliver accurate and instant responses
- Emotion detection and intelligent escalation: Identified customer sentiment and routed complex queries to human agents for improved resolution
Technology Stack
The solution leveraged a robust and scalable technology ecosystem:
- Conversational AI and Generative AI with speech-to-text and text-to-speech capabilities
- Automatic Speech Recognition (ASR)
- RAG-based search using GPT 3.5, with subsequent integration of Mistral and Vertex AI Gemini models
- Telephony integration using SIP trunk mapping
- Banking APIs across cloud and on-premise environments
- Integration with digital platforms, mobile applications, and messaging ecosystems
Impact
- 90% cost reduction in straight-through processes (from USD 12 to USD 0.7 per interaction)
- USD 6 Million in annual OPEX savings, with USD 3 Million realized in the first year
- Zero call wait time, with a 90% accuracy in intent identification
- Improved and consistent CSAT and NPS scores
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