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Building an Intelligent Assistant for One of India’s Leading Private Sector Banks

RBL Cares, an AI-powered digital assistant, can answer generic queries and is capable of handling financial transactions as well.

RBL Bank, one of the leading private sector banks in India, collaborated with Senseforth.ai to build a comprehensive Conversational AI-driven solution that is capable of doing everything a human agent can - from handling generic product and service related queries to seamlessly performing complex tasks such as fund transfers.

Features:

  • Trained on over 1,500 unique user intents
  • Capable of answering 4000+ questions and their variations
  • Handles over 42 types of transactional queries related to accounts and credit cards
  • Addressed over 4 million queries in under 6 months of its launch
  • Industry-leading accuracy of over 98.3%
  • Integrated with multiple CRMs and databases

Available on:

Website | Mobile App

Language Support:

English

Summary:

Launched in January 2020, the AI-powered digital assistant is being used as first-line customer support for the bank. The idea was to create a “human-like experience” that could facilitate the bank’s front-end teams. The bot also facilitates fund transfers, in addition to allowing users to manage beneficiaries, without having to navigate on the website.

RBL Cares not only helps customers find answers to their queries, but also enables them to check credit card balance & statement, account balance; block/ unblock debit and credit card, manage beneficiaries, request a cheque book, request stop payment, enable/disable international transaction on credit card, update email ID, reset PIN and find their credit score. It also facilitates fund transfers via NEFT and IMPS.

The AI-bot is highly scalable and can tirelessly handle hundreds of thousands of users at the same time, without having to rely on a human agent.

Are you interested in implementing a Conversational AI solution for your business?