Client Overview: BRAC
Industry: Non-Governmental Organization (NGO)
Client Profile
Facebook Followers: 1.7 million
Instagram Followers: 32.1k
Twitter Followers: 92.3k
YouTube Subscribers: 4.56k
BRAC is an international development organization rooted in Bangladesh that partners with over 100 million people worldwide to tackle poverty and inequality. BRAC is globally recognized for its community-led, holistic approach that delivers long-term, scalable impact. With a strong focus on women and children, BRAC operates across Asia and Africa, working in marginalized communities, remote areas, and post-disaster settings.
Challenges Faced
High Volume of Beneficiary Inquiries: BRAC’s diverse services across multiple sectors resulted in a significant number of beneficiary inquiries, ranging from program details to eligibility criteria and service accessibility. The organization required an efficient way to handle the influx of requests.
Inconsistent Experience Across Channels: With a growing number of beneficiaries interacting through various channels—such as BRAC’s website, mobile app, social media, and field offices—there was a need for a more unified, cohesive service experience to ensure consistency.
Need for 24/7 Support: Given the critical nature of its programs, BRAC needed to provide around-the-clock support, especially in emergencies or when dealing with time-sensitive requests, such as healthcare and disaster relief services.
Complex Beneficiary Queries: Many inquiries involved complicated, sector-specific information, such as healthcare program protocols, educational enrollment processes, and microfinance application details, requiring expertise to provide accurate responses.
Operational Costs and Efficiency: As the demand for BRAC’s services grew, so did operational costs. The organization needed a cost-effective way to maintain high-quality service while reducing the need for an ever-expanding support team.
PreneurLab’s AI-Powered Solution
In 2019, BRAC partnered with PreneurLab to enhance its beneficiary support systems through a cutting-edge Virtual AI Assistant. This AI assistant, equipped with advanced Natural Language Processing (NLP), AI, and machine learning, was designed to streamline interactions, manage inquiries, and provide real-time assistance across BRAC’s diverse range of services. The AI assistant was continually upgraded to reflect BRAC’s evolving service offerings, ensuring it delivered personalized, efficient support to millions of beneficiaries across the globe.
Key Features
Unified Support Hub
The AI assistant provided a consistent and seamless service experience across BRAC’s website and social media platforms, allowing beneficiaries to switch between channels without losing the thread of the conversation.
Automated Service Assistance
Routine tasks like checking program eligibility, registering for services, and accessing microfinance details were automated, giving beneficiaries instant responses to their most common inquiries.
24/7 Availability
The AI assistant operated round-the-clock, offering continuous support to beneficiaries across all regions, ensuring that they had access to vital information and assistance at any time.
Multilingual Support
To serve BRAC’s multilingual beneficiaries, the assistant was designed to interact in multiple languages, including English, Bangla, and Banglish.
Personalized Program Suggestions
Using AI-powered data analytics, the assistant provided personalized recommendations for beneficiaries, such as suitable educational programs, healthcare services, and loan options based on individual needs and circumstances.
Cross-Platform Integration
Fully integrated across BRAC’s digital platforms, the assistant ensured a fluid and coherent experience, enhancing service delivery through BRAC’s app, website, and social media channels.
Implementation
The AI assistant was smoothly integrated into BRAC’s website and social media platforms. Trained on a vast dataset of beneficiary interactions, the assistant was capable of addressing diverse queries with a human-like conversational style. As beneficiary needs evolved, continuous updates were made to the assistant, ensuring it remained responsive and relevant across all service touchpoints.
Impact and Results
Improved Efficiency: The AI assistant managed 80% of routine beneficiary inquiries, leading to a 30% increase in operational efficiency by allowing human agents to focus on complex cases.
Enhanced Beneficiary Satisfaction: With instant responses and consistent service delivery, BRAC experienced a 70% improvement in beneficiary satisfaction scores.
Cost Reduction: By automating routine inquiries, BRAC reduced operational costs by 26%, achieving better resource allocation without compromising service quality.
Boost in Engagement: The assistant’s natural conversational style and accessibility across multiple channels resulted in a 15% increase in beneficiary engagement and participation in BRAC programs.
Scalability: Capable of handling millions of inquiries annually, the AI assistant enabled BRAC to scale its operations without the need for additional human resources, ensuring high-quality support as demand grew.
Program Uptake Growth: Personalized recommendations from the assistant led to a 2X increase in program enrollments, such as healthcare services, microfinance loans, and education initiatives.
Data-Driven Insights: The AI system generated valuable insights into beneficiary preferences and behaviors, enabling BRAC to refine its programs and outreach strategies for more targeted impact.
Through its partnership with PreneurLab, BRAC revolutionized its service delivery, achieving greater efficiency, lowering costs, and providing an enhanced, personalized experience for millions of beneficiaries worldwide.
