Private lender HDFC Bank created a benchmark by launching India’s first chatbot in the banking domain. Continuing the legacy, the bank has now announced that its ‘EVA’- the Artificial Intelligence (AI) powered chatbot has 99.9 per cent accuracy and it is reported to be the smartest one in its domain.
Launched in March this year, the ‘EVA’ (Electronic Virtual Assistant) was designed by Bengaluru-based Senseforth AI Research and has successfully addressed the queries and concerns of more than 2.7 million customers in just six months. to become the country’s largest banking chatbot. The chatbot has successfully created 1.2 million conversations so far.
EVA is also named as India’s largest banking chatbot.
“‘Eva’ currently handles 50,000 plus semantic variations for thousands of banking related intents, tracks and analyses everyday customer issues and gains a deeper understanding of their behaviour patterns,” said Shridhar Marri, co-founder and CEO Senseforth.
“Eva’s everyday interactions with users go through a conceptual banking knowledge framework which in turn enhances her ability to field more questions accurately. ‘Eva’ never sleeps and her learning never stops!” Marri added.
According to the bank, ‘Eva’ has been created using the latest Natural Language Processing (NLP) and AI technologies.HDFC Bank unveiled ‘Eva’ to ensure relevant conversation with its customers via all the digital platforms namely the website, mobile site and the dedicated portal for the bank’s customers.
With the assistance from ‘Eva’, customers can easily access the bank’s product details, fees and charges for various products, application processes, branch IFSC Codes and can also get a lot more information at a faster rate unlike any talking agent.
“We are delighted that ‘Eva’ has gained significant traction and the endeavour is to leverage on new technologies like AI to serve customers better through our Chatbot,” added Nitin Chugh, Group Head of Digital Banking at HDFC Bank Limited.
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