Empowering Customer Support: AngelOne's Success Story with Alltius AI

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Empowering Customer Support: AngelOne's Success Story with Alltius AI

Overview of AngelOne and the Indian Brokerage Market

AngelOne is a prominent stock and mutual funds brokerage firm in India with a vast user base of over 18 million users and an average daily turnover of $400 billion. The surge in the retail investor base in India is attributed to factors like increased internet penetration, attractive returns, and digital-first approaches by brokerage houses.

Challenges Faced by AngelOne

With its rapid user base growth, AngelOne encountered a rise in onboarding and support tickets, leading to long wait times for assistance and disparities in agent knowledge. Keeping documentation up-to-date was also a challenge.

The Collaborative Solution by AngelOne and Alltius AI

To address these challenges, AngelOne partnered with Alltius to reduce contact ratios by 20% and decrease query resolution times significantly. They aimed to consolidate information sources, reduce agent settling time, and improve information access for agents.

Implementation and Deployment Process

AngelOne's team created a test Assistant with multilingual web pages and conducted quality checks, leading to the deployment of assistants across user-facing channels. Alltius' platform architecture was audited for security measures before going live.

Results and Impact

Within months, Alltius powered over 1 million conversations, resulting in a 20% decrease in ticket volumes and a significant reduction in query resolution times. Users can now resolve queries within minutes, freeing up agent bandwidth for complex queries.

Future Plans and Expansion

Angel One plans to expand the use of Alltius assistants for various roles, including enhancing onboarding workflows and supporting algorithmic trading. They aim to integrate additional APIs to further improve self-serve assistance.

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