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CDSL Buddy – Conversational AI for Investor Support

Introduction

CDSL (Central Depository Services Limited) is one of India’s leading securities depositories, providing electronic holding of securities and settlement of trades. With a large and diverse user base that includes investors, brokers, and financial institutions, CDSL required a robust, scalable solution to manage the increasing volume of queries about their services and operations.

Challenge:

  1. High volume of repetitive user queries across multiple topics
  2. User dependency on call centers and email support
  3. Need to ensure consistent, accurate information to the public

Objective:

  1. Provide 24/7 automated support to investors and stakeholders
  2. Reduce workload on human support teams
  3. Increase access to CDSL services through a user-friendly conversational interface

The Birth of CDSL Buddy

To address challenges, CDSL launched CDSL Buddy, an AI-powered chatbot developed in collaboration with Punctuations.ai. We ensure that users receive consistent and up-to-date responses every time from CDSL Buddy.

CDSL Buddy was embedded directly on the CDSL website and trained on:

  1. The full content of the CDSL website
  2. A comprehensive set of FAQs and circulars in PDF format

Key Features

  1. Natural Language Understanding: Supports free-form user questions with intelligent intent recognition.
  2. Multilingual Capabilities: Available in multiple Indian languages for broader accessibility.
  3. Real-Time Information Retrieval: Pulls verified answers directly from the website and FAQ PDFs.
  4. Search Navigation: Guides users to exact web pages or documents referenced.
  5. High Availability: Available 24/7 for thousands of users daily.

Longevity and Scale

  1. Live for Over 4 Years: CDSL Buddy has reliably served the public since its launch.
  2. Scales to Thousands of Users Per Day: With no downtime, it handles high traffic efficiently.
  3. Continuously Updated: Regularly synced with new content from CDSL’s website and documentation.

Impact and Benefits

  1. Drastic Reduction in Human Support Load: Significantly lowered the volume of basic inquiries to customer service teams.
  2. Increased User Satisfaction: Instant, accurate answers improved user trust and experience.
  3. Compliance and Accuracy: Ensured responses matched official CDSL content and policy.
  4. Enhanced Digital Presence: Made CDSL more accessible and transparent to the public.

Testimonials

“CDSL Buddy is a game-changer in our digital engagement strategy. The chatbot not only handles volumes effortlessly but ensures every user gets a consistent, accurate response. It has become an essential part of our public communication infrastructure.”

— Spokesperson, CDSL