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.
- Trained to handle over 8,000 types of questions and their variations
- Addresses over 300,000 user queries each day | 22 million since its launch in 2017
- Handles the workload of over 550 agents
- Accuracy of over 95.5%
- Integrated with multiple CRMs and databases
Website | Mobile App | Alexa | Google Assistant | WhatsApp
English and Hindi
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.