Serving Thousands Of Investor Conversations Every Month
IIFL Capital is one of India’s leading capital market institutions, serving investors, partners and intermediaries across multiple financial products.
As servicing volumes increased, the organisation needed a secure, scalable operating model that could automate routine requests while maintaining enterprise-grade customer experience.
High-Volume Servicing Needed Enterprise Intelligence
Routine servicing requests required secure authentication, backend lookups and agent intervention—even when customers only needed operational information.
This created unnecessary load on support teams and increased servicing time.
- 1 Ledger balances and P&L statements
- 2 Payout status and account information
- 3 Partner servicing and authentication support
| Challenge | Business Impact |
|---|---|
| High inbound call volumes | Increased agent dependency |
| Mandatory authentication | Longer handling times |
| Repetitive operational queries | Reduced servicing efficiency |
| Limited after-hours support | Inconsistent customer experience |
Every Conversation Begins With Understanding
Before selecting a journey or responding to a request, Signal OS™ analyses customer context, validates identity and determines the next best servicing action.
- Customer Signals — Registration Status, FAN Code, MPIN and Query Type are captured at the start of every interaction to establish context.
- Decision Intelligence — Identity validation, authentication rules and journey selection logic determine the right operational path for each caller.
- Execution Layer — AI Voice Agent handles resolution through real-time API integrations, with context-aware human transfer for complex servicing needs.
| Intelligence Layer | Purpose |
|---|---|
| Customer Identity | Identify customer or partner |
| Authentication Status | Validate secure access |
| Servicing Intent | Understand why the customer called |
| Backend Context | Retrieve live financial information |
| Decision Rules | Determine the next best action |
Production Journeys Running Every Day
Signal OS™ orchestrates multiple customer service journeys through a common intelligence layer, ensuring every interaction follows the right operational path. Live journeys include customer authentication, partner authentication, ledger balance, P&L statements, payout information and account information.
The journey flow follows a consistent pattern: Inbound Call → Authenticate → Identify Intent → Retrieve Information → Resolve Automatically or Transfer With Context. This ensures customers and partners receive secure, instant support across all servicing requests.
| Journey | Status |
|---|---|
| Customer Authentication | Live |
| Partner Authentication | Live |
| Ledger Balance & P&L | Live |
| Payout & Account Info | Live |
| Live Agent Transfer | Live |
Multiple AI Agents Working Together
Instead of relying on one large conversational model, specialised AI Agents collaborate to complete each servicing journey. Each agent handles a distinct responsibility — from secure verification to real-time enterprise system access — ensuring every interaction is resolved through the right operational path.
| AI Agent Ecosystem | |
|---|---|
| Authentication Agent | Secure customer verification |
| Intent Agent | Understand customer request |
| Knowledge Agent | Retrieve relevant information |
| API Agent | Access enterprise systems in real time |
| Routing Agent | Transfer conversations intelligently |
AI Handles Routine Work. Humans Handle Judgement.
Routine servicing requests are resolved autonomously. When expertise or judgement is required, Signal OS™ transfers the conversation with complete context — eliminating the need for customers to repeat information. AI handles authentication, ledger requests, P&L information, payout status and standard servicing, while human teams handle complex account queries, exceptional cases, investigation requests, policy decisions and relationship management.
| AI Handles | Human Teams Handle |
|---|---|
| Authentication | Complex account queries |
| Ledger requests | Exceptional cases |
| P&L information | Investigation requests |
| Payout status | Policy decisions |
| Standard servicing | Relationship management |
Capabilities Are Not Projected. They Are Measured.
78%
Resolution Rate
39,848+
Total Calls Managed
30,741
Customer Calls
9,107
Partner Calls
24×7
Availability
Trust Expanded Beyond Individual Use Cases
The deployment began with secure inbound servicing and evolved into a broader customer operations capability—demonstrating how Signal OS™ scales by building on proven operational intelligence.
| Started With | Expanded Into |
|---|---|
| Inbound Support | Unified Customer & Partner Operations |
| Secure Authentication | Real-time Enterprise Servicing |
| AI Voice | End-to-End Customer Operations |
Customer Perspective
“Please get written & approved customer testimonial from IIFL Capital.
operations — customers and partners now receive secure, instant support
while our service teams focus on higher-value conversations.”– IIFL Capital Operations Review QUOTE PENDING
