Chat bot proposal

Nipun Projects and Finance Private Limited

Business Requirement Document:
Chat Bot Project
Project Name Lavanya
Implementation Sponsor
Project
Author Ved Prakash Singh Ved Prakash Singh
Manager
Version No. 1.0 Release Date
Purpose This document outlines the business requirements for Chat Bot Implementation

Contents
1. Objective of the Document...........................................................................................1
Company Background –...................................................................................................2
Customer Service-........................................................................................................... 2
2. Process Flow................................................................................................................3
3. Case Creation-.............................................................................................................4
3.1 Phone.........................................................................................................................4
3.1.1 IVR Menu................................................................................................................ 4
3.2 Email.......................................................................................................................... 5
3.3 CS App.......................................................................................................................6
3.4 Website...................................................................................................................... 6
3.5 Manual Ticket Creation..............................................................................................7
4. Case Management.......................................................................................................8
8. Ticket Closure.............................................................................................................. 9
8. 1 Customer Feedback-...............................................................................................10
7. Customer Communications-.......................................................................................11
7.1. Events..................................................................................................................... 11
7.2. Templates Creation & Management........................................................................11
9. Dispositions & SLAs...................................................................................................11
10. User Management....................................................................................................11
a. Agent: -.......................................................................................................................11
b. Supervisor: -...............................................................................................................11
C. Admin: -..................................................................................................................... 12
11. Dashboard & Report................................................................................................ 12
12. Agent Screen-.......................................................................................................... 12
12.1. Customer/Loan Information-..................................................................................13

1. Objective of the Document

The purpose of this document is to share our requirements to build a CRM system for us to manage
customer interactions. In the document, we’ve also listed our needs to create workflows and to track
SLAs associated with handling requests and complaints.

Company Background – AYE Finance provides working capital loans to micro businesses. We
have about 500 Branches and 7,000 employees spread across 21 states in India. We have disbursed
more than 8 Lac loans worth over Rs. 11000 crores. We are headquartered in Gurgaon and have regional
offices in Bangalore, Jaipur & Ranchi.

Aye Finance is an award-winning organization and has received multiple accolades and recognitions.
Some of the noteworthy awards are

Frost & Sullivan recognized Aye as the "Technology Innovation Leader in the Indian Inclusive Fintech
Solution Industry for 2024"
Received Digi-Dhan Fintech Award from MeitY, Government of India.

Customer Service- Our customer services department consists of the 3 units- Tele-Collections,
Tele-Sales & Customer Satisfaction. The Customer Satisfaction team interacts with the customer through
different channels primarily by phone & email.

Some of our customers reach out to our branch offices & Loan advisors for their customer service needs.
Apart from this we have a centralized team that handles queries and complaints received from the
customers across India. On an average, we receive around 15,000 inbound calls and 3,000 emails in a
month. We also have a process to initiate auto call back to the abandoned calls within 5 mins. The team
logs all the requests and complaints on behalf of the customer and liaises with the respective teams for
resolving the customer issues on time. We also receive complaints through RBI and can get notices from
lawyers on behalf of our customers. These complaints require special attention and timely disposal.

The team also conducts satisfaction surveys and makes welcome calls to active customers of Aye finance
every month. These calls amount to approx. 10,000 every month.

We want to automate all key processes in the customer satisfaction unit by using the capabilities of
Zoho Desk.
2. Process Flow
3. Case Creation-

3.1 Phone

3.1.1 IVR Menu

 The customer can call our inbound number—0124-480230 and the basic queries are
answered through the IVR menu available once the call the connected. In such cases we do
not need tickets to be created.
 There is one request available on IVR for (Repeat Loan Eligibility) for which a ticket needs to
be created in Zoho Desk and should be available as a report.
 In the IVR Menu, the customer has an option to speak to an agent. This creates a ticket on
Zoho.

3.1.2 Agent Queue

 Once the call is connected to an agent, there should be zoho desk dialer integrated screen that
opens for the agent.
 Call from Registered Phone Number- If the call is from a registered phone number, popup
screen should have the complete information of the customer (Refer to - Point No.4.) This will
be achieved through an integration between zoho desk & our loan management system
(Qualtech- Mifin).
 Non-registered phone number- if the call is from non-registered number, agent should be able
to search for the customer with Loan Id or Mobile number and the same screen as above will
open.
 Customer Verification- Now a customer verification is conducted before progressing. A button
on zoho screen should say verify customer- Agent clicks on it and a pop screen come up with
following information pre-filled.

 Applicant Name
 DOB
 Address
 Pin code
 Loan Amount
 EMI Amount

Against each of these fields there should be an option for tick box. If any two are ticked, the
customer is treated as verified and a green flag will appear and if the customer is unverified
an amber flag will appear.

At this stage, agent can choose from a dropdown one of the two options- 1. Customer 2.
Non-Customer. Depending on this choice two separate sets of Dispo code be available.
 After understanding the customer requirement, a ticket is saved with the correct Dispo
code. There would also be a situation where one call leads to more than one independent
ticket being created.

 The Customer Service Agent will select the required disposition to either close or forward the
case to another department for resolution.
 Once the call is disposed of, CRM will send the status of the call to Dialer.
 Dialer Id to flow to CRM for each connected call along with all the call metrics & Call recording.
 Once a ticket is created, the SMS with ticket id is sent to the customer.

3.2 Email
 All the emails received on customer.care@ayefin , [email protected] ,
[email protected] will be forwarded on the email address provided by vendor
which will convert all the incoming emails into a ticket automatically.
 An acknowledgement to be sent to the sender immediately with an email template.
 To be able to translate the email received in the regional language a.Tamil b Telugu c.
Bangla d. Kannada e. Gujrathi f. Hindi g. Punjabi h. Odia i. Marathi
 We should also be able create rules to assign a case to a specific Agent in the team
based on Keyword, source, language & Skills etc.

 If Keywords based assigment - such as complaint, abuse, harassment, commission,

misbehave RBI, Legal Notice, Lawyer, MD- ticket to assigned to Pooja Pal

 Source base assignment- All Email tickets to Agent Shrinkhala Gupra Consumer App
Tickets to Agent Manisha Bisht

 Zone/Language Based assignment- If the case is received from any of the below
mentioned zones, ticket should be assigned following agents.

 Round Robin Allocation- Once the rules are applied then ticket should be assigned
based on round robin basis and maximum limit for one agent 50 ticket after which
ticket will stay in unassigned bucket. No ticket should be unassigned on T+1 basis if
any excess ticket remaining form previous day should be assigned to all the available
agent equally

Zone Language Agent

South Tamil/Kannda Mamtha
South Telugu Anil
West Marathi Pradip
West Gujrathi Vinay
Akash
East Bengali
Saha
 It should appear in the bucket of customer service team as unassigned unless overruled
by auto assignment as defined above.
  Only the supervisor should be able to assign the case to the any agent in the team.
 For the remaining tickets, the agent should also be able pull a case and assign it to
himself only and not others in the team.
 Verify button with verification questions as mentioned above- If the customer is verified,
then Green Flag should appear and amber if not verified.
 We should be able to modify verification status later based on customer’s response.
 Since we do not store the email id in our records, agents need to search the customer
using mobile number or PP Code to tag in CRM.
 The customer information and loan details are to be pulled from LMS (Loan
Management system- based on mobile number or PP code entered.
 The Customer Service Agent will select the required disposition to either close or
forward the case to another department for resolution.

3.3 CS App
 We need a widget/link to be placed inside our customer mobile application. In the Ask
Aye page, the customer can select the issue, provide the summary of the issue they are
facing from the dropdown.
 Once the customer presses the submit button, a ticket to be created in CRM along with
the customer information auto fetched from CS App
I. Customer Name
II. Loan Prospect Code
III. Mobile Number
IV. Disposition
 The customer issue along with customer information & loan details should be visible in
the CRM to the customer service agent
 Agent should be able to change modify and make changes in the dispositions and ticket
fields if required.
 Ticket status should flow back with ticket ID to the App and an option to send
automated SMS/Email with ticket ID to the customer.

3.4 Website
 We want to add the help center portal of Zoho-Desk on contact us page.
 Customers will login using mobile numbers based on OTP Authentication.
 Once logged in, the customer should get a button called– “ASK AYE”
 It needs to be segregated between two segments. Existing customer & Non-Customer
 If Existing Customer is selected then, customer needs to provide few details

 Loan ID or Application ID*

 Registered mobile number*
 Email address
 Query/Request/Complaint
 Disposition
  Free Text Box (for case description)

 If non-customer is selected, then customer needs to provide only-

 Mobile Number & Email Address

 Disposition
 Free Text Box
 Website Dispositions-

Disposition for Website- Zoho Help Center

Disposition- Existing Customer
EMI Related Insurance Related
Repeat/Top Up Loan NOC Required
Loan Closure Related Credit Bureau Related
Refund Related Contact Number update
Interaction Issue Others

Disposition- Non-Customer
Loan Requirement Branch Contact Details
Credit Bureau Related Others

 Once the customer presses the submit button, a ticket to be created in CRM based on
the disposition/category selected by the customer.
 CRM needs to search for the customer using mobile number or PP Code to link in CRM
based on which the loan details/customer information should populate automatically.
 If it’s not identified by the CRM, Agent to call or email the customer verify the details
and will update it in the case.
 Agent should be able to change & edit the dispositions and other details if required.

3.5 Manual Ticket Creation

For the queries received through other sources such as letter or RBI, we should be able to create ticket
manually within Zoho Desk.

 Create ticket button should be available in the Zoho desk screen.

 We should also be able to search for the customer using mobile number or PP Code to
tag the case with a loan in CRM.
 When we tag a case as RBI, there should be a provision to add RBI Complaint number
given by RBI. (example N202425018002896)
 For RBI source needs to be marked as CMS & Legal notice to be marked as Letter.
 It should open a form with all the relevant ticket fields with option to selection dispo
codes
  We should be able to attach letters, Emails, Call Recordings etc.
 Next flow will follow the process as defined based on Dispo codes

Ticket Creation- Common Points

Priority Setting- Once the ticket is created, the case should be prioritized based on the type of case
selected.

Priorit
Type Sub Type y Remarks
Query Low Priorities
Mediu can be
Request m changed
manually
in the
Mediu nature of
Normal Complaint m the case
Complaint Legal Notice High
RBI/Ombudsman
Complaint High
Presidential Case High

 We require the interface to put the data validations for the ticket’s fields. E.g. 10 digits mobile
number, no special characters, only alphabetic etc.

Validation Criteria
Mobile Number (Numeric) 10 digits
@sign & Common
Email id
extensions
Loan ID (Numeric) 9 or 10 digits
Name Alphabet

 Ability to create multiple sub cases as Parent- Child Tickets and SLAs to be followed separately.
 The top 5 interactions under 1 case related to the same disposition code be visible for the agent
to see the number of times the customer has reached out for the same concern.

4. Case Management

 Once a case is created, then the case should flow to the team based on the disposition codes
selected. Annex. XYZ
 Agent should also be able to transfer the cases to the manually for other Dispo codes
  The case should be allocated to the respective team along with the case details and other
relevant fields such as

· If complaint, then
· Source/Mode
sub type
· Creation Date & Time · Case created by
· Disposition & Sub-disposition
· Customer Name
Code
· Loan Id/Prospect
· Priority
Code
· Type · Due Date

 If a case is wrongly assigned, the concerned department should have the ability to transfer the
case back to CS team only.
 Once the concerned team resolves, it should move the case to the next department based on
the Dispo code.
 We should be able to lock the case for others once assigned to a specific team and department
should be able to work only on the cases assigned to them
 The concerned department needs to fill in all the mandatory details.
 At the time of merging the tickets, the supervisor will the primary ticket which will carry the case
history and threads of all the merged tickets together.

8. Ticket Closure

1. All ticket closures require a customer communication by default

a. All queries will receive a closure SMS on the registered mobile number.
b. All requests will receive a closure SMS. In addition, the agent can close loop the case by
sending an email or making a phone call or WhatsApp Message
c. All complaints will receive a closure SMS. In addition, the agent can close loop the case
by sending an email or making a phone call or WhatsApp Message. However, here the
agent will an option to disable any communication and give a reason for that in a remark
box

2. There are 4 channels which can be used to close the tickets – Phone & Email - SMS/WhatsApp

 Phone - Click to call

I. To make an instant call on the registered number of the customer.

II. We should also get an option to add and call on the alternate/secondary number.
III. For successful calls, Call Id and the link to access recording to be available on the ticket.
For Unsuccessful calls, call details with status from dialer (Busy, SwitchOff etc.) be
recorded.

 Email-
 I. We should be able to send canned closure responses using email to the customer. This
may be edited by the agent.
II. As we do not store email ids, we should also be able to add email address during case
creation & closure.

 SMS/WhatsApp-.
I. We should also be able to send the message to alternate number in LMS in addition to
the registered number
II. SMS/WhatsApp logs to be available in the case history.

3. Letter - Incase if the complaint is received via letter (physically), then letter attachment should
be mandatory before closing the case.
4. Once the ticket is closed, it should be removed from the queue/bucket of the agent

Repeat Ticket Management-

 Incase if there is new reply added in the closed ticket within 7 days of its closure, the system
should notify the Agent who closed the ticket and their supervisor.
 If the reply is related to the same issue, we should be able to change the status from closed
to open for the same ticket id. SLA should start from the date of new reply added.
 If the new reply is added for different issue, then, using split ticket option we will create a
new ticket with different Dispo code and trail starting with the new reply.
 All cases where an old ticket status has been changed from closed to open should appear in
a repeat issues MIS.

8. 1 Customer Feedback-

1. Only once a ticket is closed, an SMS/email with survey link to be triggered to the customers on
their registered phone number or email id.
2. It should carry the subject of the case and contains few questions

 How satisfied are you with the way AYE Finance handled your issues. 1 being poor &
1 2 3 4 5 6 7 8 9 10

 In case if you have any other feedback regarding services, please write below
Comment Box

3. Incase if the customer responded to the rating, it should be updated in the ticket as well as we
need in the responses in the report.
4. QRC disposition to be fetched by default
5. Sample Survey page should look like as follows.
7. Customer Communications- We also want to define conditions for sending SMS/Email upon
events as mentioned below

7.1. Events

 Acknowledgement
 Ticket creation
 SLA Breach Response
 Ticket Closure
 Ticket Re-opened

7.2. Templates Creation & Management

1. Admin should have the right to add or modify the templates.

2. Templates to be stored and be available for use while sending responses to the customer.
3. Templates for email and SMS to be stored and used separately.
4. We want email templates to be enabled even for phone cases if the email id is available.

8. Dispositions & SLAs

We would require classifying the interactions into the category of Query, Request & Complaint. As all
these categories have different TAT which needs to be completed within the stipulated TAT, so a drop
down is needed on a field as category to segregate cases according to the category mentioned below.
All these interactions need to be categorized into 3 categories and will flow to CRM as per process.

Purpose: To categorize and streamline handling of various customer queries, requests, and complaints
to ensure efficient and accurate service delivery.
Scope: This document outlines the standard and subcategories for categorizing customer interactions
related to queries, requests, and complaints. These dispositions will be used by customer service
representatives to review, log, and manage customer interactions effectively.

QRC Source- (Auto Selected by System as API deploy)

1. Phone: IVR Routed Calls

2. Email: ( [email protected], [email protected] &
[email protected] )
3. Aye Application: link with API
4. Social Media: link with Zoho social media integration
5. QRC Login-Web integration with Zoho Service.

Stakeholders/ Department:

Main Stakeholder- Customer Service- Responsible for end-to-end handling of customer complaints.

Internal Stakeholders:

1. Operations
2. Credit
3. Hard Collection
4. Product
5. Legal
6. IT
7. Distribution
8. Field Credit
9. Risk & Vigilance
10. HR

External Stakeholders: (*Optional)

11. Vendors or Partners

Disposition Codes: The CRM system must handle the following disposition codes:

Summary of Disposition: QRC wise details attached in excel annexure sheet 1,2 and 3.

 28 types of standard category (in QRC) noted including RBI, Legal and other authorities’
complaint.
o Under Query: 48 types of queries are noted.
o Under Request: 24 Types of requests are noted.
o Under Complaint: 44 types of complaints are noted.
 40 types of Normal complaints are noted.
  01 types of RBI complaints are noted.
 01 type of Legal notice is noted.
 01 type of Management Escalation Complaint is noted.
 01 Other Authority Complaint is noted.

Note:

1. QRC Disposition, Sub-Categories, QRC Tagging and Priority flag are defined as per Annexure
1.
2. Selecting standard categories versus sub-categories will complement each other.
3. Unit wise QRC handling TAT unit wise need to be defined as per the Annexure1.
4. Single unit QRC allocation will always be defined as per the SLA and multiple unit allocation
will be done by the CS user.

Refer to attachment. Annexure 1 For the TAT and QRC disposition and unit flow-

Additionally, the Complaint Closure Flag: CS users will select the Complaint closure flag against each
complaint.

1. Justified
2. Not Justified

Complaint Follow-Up Flag: CS user will select the follow-up flag and department against each complaint.

1. Yes
2. No

Follow-Up Department:

1. Operations
2. Credit
3. Hard Collection
4. Product
5. Legal
6. IT
7. Distribution
8. Field Credit
9. Risk & Vigilance
10. HR

Follow-up TAT: Department TAT will be 15 Days from the date of complaint closure.

Escalation Matrix.

Refer to attach. Annexure 2 For the unit, Level1, Level 2 and Final escalation matrix.
9. User Management
User Rights

a. Agent: -
View, action and close the tickets assigned to them.
Merge or split the cases.
Transfer the tickets to other teams/departments.

b. Supervisor: -
Assign tickets to agents in the team.
Access to all the dashboards and reports of the process.
To be able to merge many tickets into one
The option to split one ticket into many tickets.

C. Admin: -
Global access to all the settings in CRM.
Access to all the dashboards and reports of the process.
Add, create, edit the workflows and SLAs.
Add & delete the agents.
Change the rights of Agents and Supervisor.
Create rules in the system.

10. Dashboard & Report

 Total tickets logged for any duration

QR Cus
Tick PP Date/ Date of Sub-
Sour C t. Categ Disposi Descrip Resolut Age
et Co Time of Resolut Disposi
ce Ty Na ory tion tion ion nt
Id de Receipt ion tion
pe me

 Agent/Group/Team Productivity Report

Agent Performance Summary

Agent Total Resolved Resolved Resolved
Open/Pending Overdue
Name/Group Ticket within within outside Total Tickets Handled
Tickets Tickets
Name Resolved SLA SLA % SLA

 CSAT Report for all the survey links sent to the customer.

CSAT Survey
Source Very Good Good Average Bad Total
Email
Phone
11. Agent Screen- The user’s screen needs to be divided into 3 sections.

Case Detail- This contains the details and actionable on the case
Ticket Fields- This contains the dispositions and transfer part,
Customer/Loan Information- Customer details and loan information will be

User Screen
Action Items- Reply, merge, forward, assign
Customer/Loan
Case Details Ticket Fields Information
Source
Details Dispositions Loan Amount
Subject Priority Tenure
Department
Case body Mapping EMI Amount

User Screen
Case Related Ticket Fields Customer/Loan Information
Source Details Priority Applicant Name Loan Status
Primary Mobile
Case body Status Number Overdue Amount
Reply & Authentication EMI Payment Mode (Cash or
forward Question Father's Name ACH)
Merge & split QRC Type Date of Birth Bounce Charge
Threads Category Address LPI Charges
Repeat Eligibility (LRV
Calling Number Disposition Prospect Code Approved)
Case Product Type
description Priority HL/ML/QML Repeat Loan Amount
Resolution Status Sanctioned Amt Branch with Code
Templates Prospect ID Disbursal Date LA Name & Employee ID
New Alternate
Attach Number Tenor LA Contact Number
Add
note/comment Assign EMI Amount Zone
Case history Assignee Name EMI Due Date Co-Applicant Name

12.1. Customer/Loan Information- We will display a screen for all the interaction we receive or
make on Ameyo Dialer. This section will be integrated with our core systems, LOS, LMS & CMS which will
further display loan details and customer information to our Agents.
 Required Fields Source Required Fields Source
Applicant Name LMS Loan Status LMS
Primary Mobile Number LMS Overdue Amount LMS
EMI Payment Mode (Cash or
Father's Name LMS LMS
ACH)
Date of Birth LOS Bounce Charge LMS
Address LMS LPI Charges LMS
Repeat Eligibility (LRV
Prospect Code LMS LOS
Approved)
Product Type
LMS Repeat Loan Amount LOS
(HL/ML/QML)
Sanctioned Amt LMS Branch with Code LMS
Disbursal Date LMS LA Name & Employee ID LOS
Tenor LMS LA Contact Number LOS
EMI Amount LMS Zone LOS
EMI Due Date LMS Co-Applicant Name LMS

NPS & Feedback Calling Process

Aye Finance as an organization also focuses on imparting top-class services to the customers through its
branch and other channels. Therefore, it’s also important to reach out to the existing customers to know
how they feel about our products and experiences. Currently, we run two programs through two
campaigns to collect their feedback as follows.

NPS Calling- It’s done to the customer who are in 7th month and 14th month of their loan life cycle.
Feedback Calling (also referred as Welcome Calling)- These calls are done to the customers, whose
loans are disbursed in previous month.

To initiate auto dials to these customers. We upload the data in the Dialer with a list of the customers on
daily basis then dialer makes calls to these customers. Once the call is connected, we need a screen pop
up, which will contain the loan information of the customer. It can be achieved through file upload or
integration.

Type Of Requirement Feedback-Outbound NPS-Outbound

API integrated information from LMS/CLOS Yes Yes

Loan Details & Customer Information Screen Yes Yes

Input Fields Screen Yes Yes

 Output Report & MIS Yes Yes

Loan Details & Customer Information Screen: Applicable for both Campaigns (NPS & feedback)

Required Fields Source Required Fields Source

Applicant Name LMS EMI Amount LMS
Primary Mobile Number LMS EMI Due Date LMS
Prospect Code LMS Overdue Amount LMS
Product Type
LMS Branch with Code LMS
(HL/ML/QML)
Sanctioned Amt LMS LA Name & Employee ID LOS
Disbursal Date LMS LA Contact Number LOS
Tenor LMS Zone LOS
Application Number LOS Total EMI Paid LMS

The above-mentioned details must be available for both campaigns. This is basically the replication of
our manual trackers which we maintain to collect the responses from the customer. Along with the loan
details, a form should open to capture responses. The form should be closed once the agent presses the
submit button.

Fields Required for Feedback Calling

Fields Example Input

Aware of Interest Rate Yes User

Alt. Contact No. 9999999999 User

Commission Demanded No User

Person Name Sangeeta User

Amount 500000 User

Person's contact No. Aniket User

Number of Aye employees visited for

2 User
verification and their behaviour

Time taken for getting the loan 4 User

 Services Rating 9 User

Overall Experience Very Good User

Disposition Satisfied User

Standard Comments Customer satisfied User

Reference Name Ramniketan User

Phone Number 9999999999 User

Address of Reference Village khadar User

Business Type Retail User

Fields Required for NPS Calling

Header Example Input

Contact Type RPC User

Contact Person Name Kishan User

Service Rating 10 User

Reason for bad rating (0 to 6) NA User

Reference Name NA User

Phone Number 9999999999 User

Address of Reference NA User

Business Type NA User

Suggestions/Feebdack NA User

New Alternate number 9999999999 User

Overall Experience Promoter (9-10) User

Disposition Satisfied User

Other Comments Customer satisfied User

Output Report & MIS – All campaign wise requested fields are required in the report.

Event based TEMPLATES- Email/SMS/WhatsApp

EMAIL TEMPLATE

Acknowledgement-
Dear customer,

Thank you for writing to us. We acknowledge the receipt of your email.

Your interaction id is XXXXXX. Our team is working on your case. Please expect one of our team members to get in touch with you
within 2-3 working days.

We would request you to provide any two information from the following list to resolve your issues quickly.

1. Customer Prospect Code or Application ID

2. Customer’s Address with PIN code
3. Registered Mobile number
4. Date of Birth
5. EMI Amount
6. Loan Amount

*Please ignore, if it is already provided.

You may also call us at 0124-4802300 from Monday to Friday (9:00 a.m. to 6:00 p.m.) or write back to us
[email protected]. We will be happy to assist you.

Please download our Consumer Mobile App for your loan related information: https://tinyurl.com/yckmmhn1

Regards,
Agent’s Name
Customer Service Team
Aye Finance Pvt. Ltd.

TICKET CREATION

Request
Dear Customer,

This is to inform you that we have initiate your complaint request for loan closure letter vide reference number XYX and forwarded it
to the concerned department and the same will be processed within 5-7 working days.

You may also call us at 0124-4802300 from Monday to Friday (9:00 a.m. to 6:00 p.m.) or write back to us
[email protected]. We will be happy to assist you.

Please download our Consumer Mobile App for your loan related information here : https://tinyurl.com/yckmmhn1

Regards,
NameXXXXX
Customer Service Team
Aye Finance Pvt. Ltd.

Complaint
Dear Customer,

This is to inform you that we have registered your complaint for EMI Related Issue. Please note your reference number - *********
We have forwarded your request/complaint with the concerned department and the same will be processed within 5-7 working days.

You may also call us at 0124-4802300 from Monday to Friday (9:00 a.m. to 6:00 p.m.) or write back to us
[email protected]. We will be happy to assist you.

Please download our Consumer Mobile App for your loan related information here : https://tinyurl.com/yckmmhn1

Regards,
NameXXXXX
Customer Service Team
Aye Finance Pvt. Ltd.

SLA BREACH

Dear Valued Customer,

We apologize for the delay caused to you. We appreciate your patience in this regard

This is to inform you that we are still working on your request/complaint to arrange loan closure letter. Our team is co-ordinating with
the concern department to resolve your issue on priority basis. Please bear with us in the interim,

You may also call us at 0124-4802300 from Monday to Friday (9:00 a.m. to 6:00 p.m.) or write back to us
[email protected]. We will be happy to assist you.

Please download our Consumer Mobile App for your loan related information here : https://tinyurl.com/yckmmhn1

Regards,
Customer Service Team
Aye Finance Pvt. Ltd.
Ticket Closure

Dear Customer,

We would like to inform you that we have processed your Complaint regarding regarding loan closure letter.

You may also call us at 0124-4802300 from Monday to Friday (9:00 a.m. to 6:00 p.m.) or write back to us
[email protected]. We will be happy to assist you.

Please download our Consumer Mobile App for your loan related information here: https://tinyurl.com/yckmmhn1

How satisfied are you with the way AYE Finance handled your issues. Please rate our services on the scale of 1-10

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Regards,
Customer Service Team
Aye Finance Pvt. Ltd.

SMS TEMPLATE

Ticket Creation

QUERY

Dear Customer, Thank you for calling AYE Finance. Your interaction id is XXXXXX. We hope that we have addressed your query.
How satisfied are you with the way AYE Finance handled your issues. Please rate our services on the scale of 1-10. Please click
here

Thanks, Aye Finance

Request 1 (Instant Resolution)

Dear Customer, Thank you for calling AYE Finance. We have received your request. Your request with reference id XXXXXX has
been raised with the concerned team. It will be processed within 3-5 working days.

Thanks, Aye Finance

Request 2 (Request raised to another department)

Dear Customer, Thank you for calling AYE Finance. Your interaction id is XXXXXX. Your request for (Loan Closure) has been
processed. How satisfied are you with the way AYE Finance handled your issues. Please rate our services on the scale of 1-10.
Please click here

Complaint

Dear Customer, Thank you for calling AYE Finance. We have registered your complaint with us vide complaint number XXXXXXXX.
We’ve initiated investigation and co-ordinating with the concern team. We’ll try to resolve your concern within 5-7 working days.

Thanks, Aye Finance

SLA BREACH

Dear Customer, Apologies for the delay. We are still working on your request/complaint vide XXXXXXX and we will try to resolve
your issue at the earliest.

Thanks, Aye Finance

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Ticket Closure

Dear Customer, Your issue vide XXXXX has been resolved now. In case if you have any further queries, feel free to call us at 0124-
4802300 or write back to us [email protected]. Please click here to rate our services on the scale of 1-10.

Thanks, Aye Finance

Not Connected Template

Dear Customer, we tried calling at xxxxxxxxxx but unable to reach you regarding your issue related to the loan closure letter. Please
call us again at -0124-4802300 or write to us at [email protected]