How is India’s 2nd Largest Credit Card Company Using a Chatbot to Drive Revenue Growth

SBI Cards’ ILA is a one-of-its-kind solution that is helping the company drive revenue growth.

In 2018, SBI Cards, one of India’s largest credit card companies, decided to collaborate with to build ILA, an AI-powered agent, which not only addresses customer queries but helps consumers discover the right product and make informed decisions.


  • Trained to handle over 200 types of questions and their variations
  • Handles 42 types of transactions
  • Addresses over 170,000 user queries each day from ~8,000 unique users
  • Accuracy of over 97%
  • Integrated with multiple CRMs and databases

Available on:

Website | Mobile App

Language Support:



Since its launch in 2018, SBI Cards has been using ILA as first-line customer support and has addressed over 23 million queries till date. In addition to this over 25,000 service requests have been booked through ILA. Adoption of this Conversational AI solution has also helped the credit card company acquire over 130,000 leads so far, resulting in top-line revenue growth of thousands of dollars.

In the future, ILA will support more Indian languages and perform more tasks than it currently handles.

About SBI Card:

SBI Cards & Payment Services Ltd., is a payment solutions provider and the second largest credit card issuer in India. SBI Card was launched in October 1998 by the State Bank of India, India’s largest bank, and GE Capital. SBI Card is headquartered in Gurgaon, India, and has branches in over 100 cities across the country.

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