The biggest public sector lender in the country State Bank of India (SBI) has launched its own chatbot to handle queries pertaining to bank’s retail products.
This is first of its kind initiative taken by the bank in terms of Artificial Intelligence and has been named as SBI Intelligent Assistant (SIA).
The chatbot has been designed to answer customer inquiries in terms of home loans, education loans, car loans, personal loans, recurring deposits and term deposits. Chatbots are digital robots that can carry on a conversation through audio or text. Mrutyunjay Mahapatra, deputy MD and chief information officer at SBI, told FE that the decision to introduce a chatbot was taken as it was felt that navigating the website could be a bit of a task for a customer.
“The decision to introduce a chatbot was taken as it was felt that navigating the website could be a bit of a task for a customer,” said Mrutyunjay Mahapatra, Deputy Managing Director and Chief Information Officer at SBI.