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A leading private-sector bank
Staff at elementary writing proficiency
Could handle complaints efficiently at baseline
The diagnostic revealed 82.5% at elementary proficiency and linked writing deficiencies directly to complaint spikes, making the problem measurable and fixable across 12 or more functions.
The result
An AI-driven Email Pro diagnostic combining multiple-choice and live-writing evaluation benchmarked more than 50,000 staff on clarity, tone, accuracy and professionalism.
The approach
A workforce of over 50,000 generated 9.3 lakh complaints a year with no mapped root cause, and email quality was neither measured nor governed.
The challenge
50 in 50,000
82.5%
Customer Experience & Service Excellence
BFSI
Diagnostic uncovers 82.5% of a bank at elementary email proficiency behind 9.3 lakh complaints
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