BFSI (Banking, Financial Services & Insurance)

Turn every customer signal into intelligence, action, and trust.

AI-Powered Experience Intelligence for BFSI

Banks, insurers, and financial institutions already run strong core banking, CRM, ERP, and compliance systems. But many still lack a real-time intelligence layer that connects what customers feel, where issues occur, how teams respond, and which risks are emerging.

Emojot fills that gap with a Unified Experience Intelligence platform built for BFSI. It captures private signals from feedback and complaints, public signals from reviews and social channels, and operational signals from branches, service teams, and digital journeys — then turns them into actionable intelligence.

The result: faster complaint resolution, stronger service recovery, better reputation control, improved regulatory readiness, and more trusted customer relationships.

Key Challenges in the BFSI Sector

Fragmented Customer Signals

Customer feedback, complaints, reviews, social mentions, and branch-level issues often sit in separate systems, making it difficult to see the full customer experience.

Slow Complaint Resolution

Manual routing, delayed escalations, and limited SLA visibility increase customer frustration, compliance risk, and operational pressure.

Reputation Risk Across Public Channels

Negative reviews and social conversations can escalate quickly when institutions lack real-time public sentiment monitoring and response workflows.

Limited Branch and Channel Visibility

Head office, regional teams, compliance teams, and branch managers often lack one shared view of service quality, complaint trends, and root causes.

Emojot’s UXI Platform for BFSI

Unified Customer Signal Intelligence

Capture feedback from branches, ATMs, contact centers, web, mobile apps, WhatsApp, SMS, email, QR codes, and digital journeys — all connected into one experience intelligence layer.

AI-Powered Complaint Governance

Automatically classify, prioritize, route, and escalate complaints with SLA tracking, audit trails, and role-based visibility across branch, region, head office, compliance, and leadership teams.

Reputation & Social Intelligence

Monitor public reviews, brand mentions, competitor conversations, and emerging sentiment shifts so teams can respond before reputation risk grows.

Real-Time Action & Automation

Trigger alerts, workflows, recovery tasks, AI-assisted responses, and escalation paths so issues are not just measured — they are resolved.

Success stories

Seylan Bank

Seylan Bank used Emojot to move from reactive surveys to real-time branch CX governance with QR Emotion Sensors, automated tickets, SLA-based workflows, and branch-to-HQ dashboards. The program helped increase customer feedback volume by 3x and improve positive sentiment to 75%+.

13.5%

Increase in customer satisfaction within 6 months

Enhanced brand monitoring and proactive issue resolution

Sampath Bank

Sampath Bank used Emojot for enterprise CX governance and complaint control across branches and ATMs, achieving CSAT of 4.44/5, NPS of 64.7, and 80% SLA compliance within the first 90 days.

13.5%

Increase in customer satisfaction within 6 months

Enhanced brand monitoring and proactive issue resolution

Hatton National Bank

Hatton National Bank used Emojot for brand intelligence and reputation risk monitoring, tracking 83,000+ brand mentions, 51.4M engagements, and 1.7B social reach.

13.5%

Increase in customer satisfaction within 6 months

Enhanced brand monitoring and proactive issue resolution

Power BFSI Growth with Unified Experience Intelligence

Build trust. Reduce risk. Improve loyalty. Strengthen compliance.