HDFC Bank has deployed India’s first AI-based banking chatbot, Eva to service customer queries pan India.
HDFC Bank has collaborated with Senseforth and launched EVA in March 2017 on their website www.hdfcbank.com. Since then EVA has interacted with over 530,000 unique users holding 1.2 million conversations and addressing 2.7 million queries.
EVA, which stands for Electronic Virtual Assistant, is a chatbot built using the latest NLP and AI technologies. HDFC Bank launched EVA to offer true power of conversational experience to its customers on all the digital platforms such as the website, mobile site and the dedicated portal for the bank’s customers.
With EVA, customers can get quick access to the bank’s product details, fees and charges for various products, application processes, branch IFSC Codes, and a lot more information at a faster rate than talking to an agent.
“Eva currently handles 50,000 plus semantic variations for thousands of banking related intents. Eva tracks and analyses everyday customer issues and gains a deeper understanding of their behaviour patterns,” said Shridhar Marri, CEO and Co-Founder, Senseforth.
Thousands of users provide constructive feedback to Eva on a daily basis which helps in enhancing her knowledge repository.
“We are delighted that EVA has done gained significant traction and the endeavour is to leverage on new technologies like AI to serve customers better through our Chatbot. Continuous focus on creating customer value has helped EVA acquire market acceptance within a short period,” said Nitin Chugh, Group Head of Digital Banking, HDFC Bank.
Information which might generally take an average of 8-10 minutes to obtain, is provided by Eva in a matter of seconds. This makes Eva faster than all other modes of interaction for various information related queries around cards, loans, accounts etc.
With an accuracy level of over 85% and uptime of 99.9%, EVA is making purposeful strides towards her ultimate goal of revolutionizing the customer interactions through conversational interfaces.