WHILE THE chatbot has delivered huge benefits, the company is also exploring voice bots, Optical Character Recognition (OCR) and facial recognition in a deeper manner. EC’s Abhishek Raval speaks to Veetika Deoras, Chief Operating Officer-Digital Vertical & VP-Brand Marketing, Tata Capital, to know more about the digital initiatives of the company
How has the chatbot been performing after it was launched in October 2016?
We carried out a PoC before launching the chatbot on our website, which was highly successful. and there were a few definite benefits realised as well.
The advantages that the chatbot brings to a company like ours is two-fold. To begin with, the chatbot is an on demand, 24x7 tool to resolve customer queries. The second advantage is a complete elimination of the challenge of attrition. Attrition not only at the call-center level but also at the company level is an issue, with every employee lost corresponding to a loss of knowledge too. This is not the case with chatbots. It’s based on machine learning, which doesn’t require training and retraining either. On the contrary, the more queries the chatbot handles, the more intelligent it becomes. The accuracy and quality of the response is also improved.
There are a few criteria that we measure: the absolute number of queries that the chatbot has been able to handle; the average response time and the Customer Satisfaction Score (CSAT). We are now trying to see how can we use voice bots. But it’s a tedious area considering the multiplicity of languages in India. Even more so, considering that there are dialects and accents within languages. We are doing some exploratory work in that direction but it’s at a nascent stage.
What’s the size of the digital team of Tata Capital and the next set of products that Tata Capital would like to pursue further and is experimenting with?
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