Feb 10, 2025 by Rajesh Muthuramalingam, Senior Vice President – Director of Products, Delivery and Technology Practices
Rajesh leads a product and delivery organization at IntellectAI (part of Intellect Design Arena Ltd), helping financial services organizations deliver Digital, Operations and Cognitive (AI/GenAI) transformation. With more than 23 years of experience in the technology and financial services industries, Rajesh’s recent focus has been on building and productionizing AI/GenAI products and solutions on proprietary AI platform, Purple Fabric, that solves high impact problems and use cases for IntellectAI’s financial services customers.
In today’s fast-paced digital world, businesses are under increasing pressure to handle customer complaints efficiently while maintaining high levels of satisfaction and controlling overhead costs towards resolution. Traditional complaint management systems often rely on rule-based automation or extensive human intervention, leading to inefficiencies, slow resolution times, and high operational costs. With the advent of agentic AI, the future of complaint resolution is being redefined.
At Purple Fabric, we are assisting customers with a multi-agent AI (also referred to as Agentic AI) complaint management solution that re-imagines the complaints management operations to ensure faster case closures and provides businesses with the flexibility to choose between autonomous and semi-autonomous AI solutions, depending on their specific needs.
Agentic AI represents a paradigm shift in artificial intelligence, where multiple AI agents collaborate, adapt, and learn from each interaction. Unlike traditional AI, which often operates in isolation, agentic AI systems communicate and collaborate with each other as a team to problem solve. They can also use other tools, systems and APIs to take action to execute organization specific workflows. This collaboration allows for a more dynamic and scalable approach to managing customer complaints in the Financial Services industry and beyond.
Our multi-agent AI solution is the world’s first live agentic AI complaint resolution system designed specifically for Financial Services. Our clients are already seeing significant benefits such as:
Reduced case closure time: By automating the complaint resolution process, our clients have reported back that what used to take 5 weeks, now takes 20 minutes.
Adaptive intelligence: Agentic AI learns from each case, continuously improving its ability to resolve future complaints which has resulted in 95% uptick in efficiency gains.
Scalability: Whether handling a few dozen complaints or thousands, our solution’s scalability has freed up the complaints team’s time to focus on other critical issues.
Satisfaction: 50% reduction in response times and increased personalization has resulted in better customer relationships for our clients.
The potential applications of agentic AI extend far beyond this use case and you can explore the many more solutions we have built for our clients in the Financial Services sector on the Solutions page of our website.
With Purple Fabric, we believe that AI should not just be a tool but a strategic enabler of operations transformation. Our leading use cases in agentic AI for complaint resolution are just one aspect of what benefits can be quickly realized. By embracing our first principles thinking ethos, we continue to explore new ways to help our clients lead with an AI agent-first mindset.
Reimagine your operations with Purple Fabric. #OpsBeyondLimits
