Bank of Baroda is taking a significant leap forward in its digital transformation journey by incorporating advanced data analytics and artificial intelligence (AI) technologies. The bank has introduced three generative AI-powered solutions, aimed at revolutionizing both customer interactions and employee efficiency, marking a new era in its operations.
One of the key innovations is ‘Aditi,’ a generative AI-powered Virtual Relationship Manager. This technology aims to enhance the customer experience by providing a human-like interface in the form of digital avatars. Available on the bank’s web portal, Aditi allows customers to engage in conversational banking through audio, video, and chat-based interactions. This 24/7 service supports a wide range of banking needs, offering multilingual assistance to cater to diverse customer segments. The bank’s commitment to customer convenience is further reflected in this round-the-clock accessibility, ensuring that users can receive help at any time with personalized support.
In addition to improving customer experience, Bank of Baroda has also focused on enhancing employee productivity. The introduction of ‘GyanSahay.AI,’ a GenAI-enabled knowledge management platform, is a major step in this direction. This platform is designed to empower employees by providing instant, accurate answers to their queries. It allows staff members to quickly resolve customer issues and access critical operational details, leading to more efficient handling of customer requests and an overall improvement in service quality.
To further streamline the digital customer experience, the bank has launched ‘ADI,’ another GenAI-powered chatbot. This AI-driven tool helps customers resolve their queries quickly and efficiently, offering an intuitive and automated way to access services. ADI’s integration into the bank’s digital ecosystem is a crucial step toward minimizing wait times and simplifying the customer service process.
Bank of Baroda’s Managing Director and CEO, Debadatta Chand, emphasized the importance of these innovations, stating, “Our AI-based conversational platforms are set to transform the bank’s digital customer experience. We are committed to continuously enhancing these generative AI use cases by adding new sales and service features, driving customer self-service and ensuring immediate fulfilment of their needs.”
The bank’s adoption of generative AI solutions signals a broader shift towards automation and personalized service, aligning with global trends in digital banking. By integrating these AI-powered tools, Bank of Baroda not only aims to improve the customer journey but also optimize internal processes, fostering a more agile and responsive workforce. As the bank continues to innovate, these technologies are expected to play a central role in shaping the future of banking, offering a seamless blend of human-like interaction and advanced automation.
