Edelweiss Financial Services Delivers Frictionless Customer Experience with Nividous ‘Attended Bots’


Mumbai, 24th February 2020:

Nividous Software Solutions, a global software company, announced a successful deployment of its unified business automation platform for Edelweiss Financial Services, one of India’s leading diversified financial services conglomerates providing a broad range of products and services.

With a reach across domestic and global geographies, Edelweiss strives to deliver highly customer-centric services to its 1,200,000+ strong client base through a network of over 450 offices. Having seen the proven success of Nividous platform in some of the back-office processes, the company wanted to expand its use in removing friction in the client lifecycle. For a company that always on a lookout for new technologies to enhance customer experience, RPA has been a proven enabler.

Edelweiss advises on and completes loan, insurance, and investment transactions on behalf of clients. The process requires pulling statements or aggregating data from five or more carriers or manufactures of financial products. The company made use of Nividous platform-enabled ‘Attended Bots’ to gather data from these external websites. An on-demand execution of the ‘Attended Bots’ allows its employees to serve customers quickly without any risk of human errors.

Edelweiss strongly believes that RPA will provide end to end digital integration for its diversified business operations, thus creating pleasant client memories. It makes sure that customer experience throughout the value chain is enriched and creates shadows of transparency, trust, simplicity, and seamless execution.

Commenting on this development, Deepak Chourasiya, Senior Vice President, Edelweiss Financial Services, said, “Today, our customer service delivery officer needs to just key in a few data fields such as the customer account number for Nividous Bot to grab data and statements from the relevant websites to generate a consolidated report. We plan to extend functionality to allow these requests to come from the customer via our website directly with an AI- or self-service-enabled chatbot.”

Shvetal Desai, Co-founder at Nividous, said “Nividous ‘Attended Bots’ with captcha handling capabilities, and role-based access easily interact with multiple internal and external investment websites and legacy systems to generate and share various types of reports. The ‘Attended Bots’ work alongside humans to deliver attended automation. We have typically targeted these Bots toward front-office operations to assist agents in real-time for speedy actions. Capitalizing on Nividous platform’s human-Bot work orchestration capabilities, we have also automated a service request creation in SalesForce.”

Edelweiss has been successfully scaling up the Nividous platform to automate multiple other business processes and has also realized an immediate ROI. The Nividous team continues to work closely with the Edelweiss transformation team, identifying opportunities to automate time-intensive processes, enabling Edelweiss to build highly functional human-workforce empowered to serve better and advice their esteemed clients.

About Nividous:

Nividous helps you to unleash the true potential of your workforce by humanizing work with its Hyperautomation platform.

Leveraging its tremendous domain expertise, the Nividous team offers vertical solutions that are RPA and AI-enabled and built on configurable process automation capabilities to empower businesses to operate with flexibility and agility. Nividous also offers end-to-end professional services that include process discovery, implementation, support, and building Centers of Excellence (CoE).

The Nividous leadership team has decades of experience delivering hundreds of digital process automation solutions in companies and organizations of various sizes around the world.

About Edelweiss Financial Services:

Edelweiss is one of India’s leading diversified financial services conglomerates, providing a broad range of products and services. With a client base ranging across corporations, institutions, and individuals, it’s offerings span multiple asset classes. With a reach across domestic and global geographies, our 1,200,000+ strong client base is serviced through a network of over 450 offices, with more than 10,000 workers.

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