USE OF AI in customer services has become mainstream, especially in the banking sector. HDFC Bank has been exploring an array of domains where AI can be deployed
Ahe application of Artificial Intelligence (AI) in the banking industry is multi-functional in nature. There are numerous use cases, encapsulating the deployment of AI as a technology. For instance, customer service is a big area where AI has been deployed. Similar is the story of HDFC Bank, which had launched its AI based chatbot – OnChat – on Facebook Messenger in 2016. Within one year of its launch, the chatbot, created in partnership with Niki.ai, had marked 160 per cent month-on-month growth in transactions. Until April this year, more than 300,000 consumers have interacted with HFDC Bank OnChat and the value of transactions is close to 2.5 crore.
Another example of use of AI in conversational banking is HDFC Bank's virtual chatbot 'Eva' on Amazon Alexa and Google Assistant. Eva has answered more than five million queries from around a million customers with more than 85 per cent accuracy. Eva holds more than 20,000 conversations everyday with customers from across the world.
“We are attempting a lot of use cases across various functions.
While OnChat is a well known example, we are also piloting various other use cases. In the HR space, we have used AI for initial screening of candidates in the hiring process. We have a roadmap which captures what we want to achieve across multiple functions within the bank. In order to establish the capabilities, we are going through Proof Concepts (PoCs),” says Nitin Chugh, Country Head – Digital Banking, HDFC Bank.
Multiple use cases
In addition, HDFC Bank has also made several deployments in risk management, credit scoring, employee engagement and onboarding, portfolio management. Besides, there are also good applications of AI from marketing standpoint. For example, AI can help the bank optimise and interpret campaigns in an optimised manner.
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