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In the wake of the COVID-19 outbreak, the customer, one of the largest U.S. financial services companies, began issuing a prepaid debit card to eligible customers at the request of the state agency for providing benefits to citizens.


One of the biggest U.S. financial services businesses, started distributing prepaid debit cards to qualified clients after the COVID-19 outbreak. However, their contact centres started to get a lot of calls about the perks card. As a result of the lengthy waits, many discussions were stopped or placed on pause. The frequently changing COVID-19 scenario also resulted in inconsistent replies from their human agents. The very high challenges were;

  • The customer’s environment did not support Google Sheets as a CMS.
  • Dialogflow Messenger’s lack of “Out of Box” customization possibilities
  • Conflicting intentions as a result of similar language


In under six weeks, Jaiinfoway created two virtual agents and deployed them on two of the client's websites. These agents were taught to reply to inquiries about the client's retail services, benefits card programme, and stimulus packages offered by the state and federal governments during COVID-19. The internal content management system of the client was also connected with the virtual agents to make it simple for employees and subject matter experts to update and modify intended answers (SMEs). So, the need to employ cutting-edge technology arose, and we chose to use javascript-based node.js, Dialogflow, Google Cloud Platform, CSV for our projects.

Within 45 days of deployment, the virtual agents successfully managed over 500 000 interactions.


By working with the software development business Jaiinfoway, the customer was able to receive advantages such as;

  • Handled 12.5K contacts per day, which reduced the number of live agent call volumes.
  • Instantaneous (0.5 seconds) and 79% successful response to user requests

The Impact

When the project was finished, the client was extremely happy with the performance and outcome.

By identifying diseases and issues early on, the issue was resolved by reducing the possibility that patients would need emergency care.

The jai infoway team understood our needs very well, and it was a wonderful experience. They were also very communicative and focused on the details. Every expectation we had was surpassed by jai infoway.

Industry - : Banking

Technology Leveraged

  • CSV
  • Javascript
  • Angular.js
  • AWS (Amazon Web Service)
  • Google Cloud Platform
  • Nodejs
  • Dialogflow

It was a great experience and the jai infoway team did a great job of understanding our needs. They were also extremely detail-oriented and communicative. Our expectations were fully met by Jai Infoway.

Brian Sicknick

Banking group


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