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HDFC Bank's EVA is Transforming Customer Experience Across All User Touchpoints

HDFC Bank’s Eva is available across all user touchpoints, including mobile app, Alexa and WhatsApp

HDFC Bank turned to Senseforth.ai to build a virtual banking agent, which interacts with users in natural human language. The bot is not only programmed to handle general user queries but also provide product recommendations, instantaneously. EVA currently supports English and Hindi.

Features:

  • Trained to handle over 8,000 types of questions and their variations
  • Addresses over 6 million user queries each month
  • Handles the workload of over 550 agents
  • Accuracy of over 95.5%
  • Integrated with multiple CRMs and databases

Available on:

Website | Mobile App | Alexa | Google Assistant | WhatsApp

Language Support:

English and Hindi

Summary:

Since its launch in 2017, HDFC Bank used EVA as first-line customer support. A confident move by the technologically-forward bank that resulted in tangible results in the first year of implementation. The solution is enabling the bank deliver a seamless customer experience across multiple channels of user interaction, which were earlier working in silo.

In the future, EVA will support more Indian languages and perform more tasks than it handles today. Personalizing user experience and offering frictionless digital banking support across all user touchpoints is certainly of paramount importance to the bank.

About HDFC Bank:

HDFC Bank Limited is an Indian banking and financial services company headquartered in Mumbai, Maharashtra. It has a base of 104,154 permanent employees as of 30 June 2019. HDFC Bank is India’s largest private sector bank by assets. It is the largest bank in India by market capitalisation as of March 2020.

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