The Role of chatbots in banking sector

The Role of Chatbots in Banking Industry

Chatobts in Banking Industry: Nowadays, it’s our bankers, more than any other person, who has paid attention to Socrates’ recommendation. Banks have commonly been early adopters of most new technologies that have proceeded to make far-reaching commercial progress.

So when Artificial Intelligence got suitable for enterprises, it wouldn’t have been long until banks went to AI for smarter automation solutions to meet the ever-growing desires expectations of customers!

Conversational AI, in specific, has seen a great deal of interest as of late, with various banks actualizing AI-powered conversational solutions. Chatbots, be it chatbots or voice bots, can direct keen and convincing conversations on behalf of the bank with a large number of buyers, at a fraction of the expense of utilizing human customer assistance staff. The intuitive nature of Conversational AI and its speed and productivity go far towards improving the customer experience.

The Evolution of Chatbots in the Banking Industry

To comprehend chatbots, individuals need to think back to World War II and Alan Turing, the father of present-day computer science. He built what is known as The Turing Test, otherwise called The Imitation Game, for measuring how human-like a machine is in a content-based interaction.

It’s been a basic part of the development of AI and right up ’til today, it’s utilized as a norm for testing the estimation of innovation like Google Duplex, an AI framework that conducts natural language conversations via phone to execute true assignments, for example, booking appointments. Customers began to see chatbots in banking in the mid-2000s through text messaging.

These chatbots could do basic assignments like show an account balance when provided a particular command. Presently, AI sellers like Abe are making chatbot interactions regarding banking as natural as chatting with a companion across platforms like Facebook Messenger, Slack, and in banks’ mobile applications.

Potential Use Cases for Chatbots in Banking

  1. EVA, by HDFC Bank

HDFC Bank’s EVA (Electronic Virtual Assistant) is an AI-powered banking assistant developed to offer better and quicker support to HDFC’s customers. Utilizing the power of Natural Language Processing (NLP), EVA comprehends user inquiries and brings the requested data from a large number of potential sources, in a matter of milliseconds.

Getting to data concerning branch addresses, IFSC codes, interest rates, and loans, and so forth are a couple of the basic customer inquiries that EVA services. The bot has been deployed over various stages, including Google Assistant and Alexa. EVA has answered more than 5 million inquiries with over 85% precision – holding more than 20,000 discussions day by day with customers over the globe.

  1. Amex bot, by American Express

American Express positioned the ‘Amex bot’ on Facebook Messenger. Once Amex card users interface their cards with their Messenger accounts, they will get messages and push notifications in Messenger, identified with buys they make utilizing their card.

The Amex chatbot will make contextual recommendations based on the user’s buys, give continuous deal notices, give data concerning credit card advantages and loyalty program features – notwithstanding reacting to some other customer service question.

  1. Amy, by HSBC Bank(Hong Kong)

Amy is a customer servicing platform that emerges as a Virtual Chat Assistant (VCA) for banking at HSBC Bank (Hong Kong). Amy gives continuous 24×7 responses to customer service inquiries. Accessible in English, conventional, and simplified Chinese, Amy has empowered customers to consistently get information regarding a wide scope of HSBC’s items and services. It effectively handles routine inquiries and FAQs and continuously figures out how to react to more intricate and more extensive questions over the long haul by processing and analyzing customer feedback.

The Future of Chatbots in Banking

As chatbots keep on getting further developed, customers will see a move in concentration from mobile banking to a conversational UI (CUI) in banking. CUI innovation copies a human conversation.

Major tech goliaths, for example, Amazon and Apple have laid the basis for acquainting customers with these conversational interfaces. To be on the forefront, banks need to have a conversational banking procedure also.

A conversational banking strategy ought to remember contributing to the correct human ability with aptitudes in artificial intelligence development and natural language processing experts, who can stay aware of technological advancements and effectively coordinate them into existing tools.

Simultaneously, banks will require an increased spotlight on digital security to ensure touchy data. This could include investments for voice biometrics to confirm that the customer is conversing with the bot and not a more bizarre who has their phone.


As we discussed in the beginning, banking is a sector that has been on the ball with regards to receiving Conversational AI solutions. AI-powered chatbots and voice bots have altogether helped banks draw in with customers at each phase of the customer life cycle.

HelloYubo has been at the forefront edge of the Conversational AI unrest in India, and our robust platform is more than arranged for the task of creating answers for the banking industry.

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