How DBS Bank's Kai Virtual Banking Chatbot Is Setting A New Benchmark In Customer Service
Express Computer|December 2017

IN THE last two years, the Kai virtual banking assistant has been able to handle 80% of the queries received by the bank with close to 80% accuracy. This has led to a reduction in the call centre hiring

Abhishek Raval

“We not only see Private or Public Banks as our competitors but also see our competitor landscape as expanding to include many other fintech companies. And in fact, many of them have adopted UPI payment interfaces into their platforms which is a direct service that is in competition to ours. We see their biggest advantage as their knowledge on how to achieve mega-scale, i.e getting to a billion customers or more at a rapid pace, and they are religious about customer experience,” says Alfian Sharifuddin, MD- Head of Technology and Operations, DBS Bank.

As one can see from Sharifuddin’s quote above, two years ago, technology platform scalability and customer experience was the focus for DBS Bank, while launching Digi Banking in India. In other words, as the customer count grew, the bank did not want to see itself scaling up with manual, non Straight Through Processing (STP) processes. For example, there should not be any corresponding increase in the staff irrespective of the rate at which the customer base is increasing.

The bank was looking for tools, processes and capabilities available in the market that would help to meet this need across all the functions. Kai Banking fitted DBS Bank's expectations. The platform is AI enabled and can do voice and text communication with the customer. All the major FAQs like balance check; branch opening hours; how to open a bank account; queries regarding upgrades; what to do if the debit card is lost etc from the customer can be answered with relative ease by the platform without going into the chain of multiple clicks or standardised short code formats. The platform is intelligent to understand what's being asked. There is no need for asking in specified formats. Certain keywords does the work for the AI enabled chatbot.

Chatbot has delivered satisfactory numbers

Continue reading your story on the app

Continue reading your story in the magazine

MORE STORIES FROM EXPRESS COMPUTERView All

Technology raising the bar in higher education

From app-based learning to virtual classrooms and from AI to analytics, the higher education industry in India is driven by increasing technology adoption

3 mins read
Express Computer
March 2020

Speaking about the EDGE

BY ESTABLISHING IT deployments for cloud-based services in edge data centres located in localised areas or communities, IT resources are effectively brought closer to end users and devices

3 mins read
Express Computer
March 2020

REDEFINING DATA CENTRES

A look at how some of India's leading organisations are heralding transformational changes in their data centre operations

5 mins read
Express Computer
March 2020

Need to define outcomes before making data centre software defined

THERE IS A NEED to clearly define the outcomes from adopting the software defined concept; a necessary mechanism to regularly review and revise the outcomes should also be built, says Manoj Gautam, VP - IT Infrastructure Service, Maruti Suzuki India

4 mins read
Express Computer
March 2020

ICICI Bank: Unique distinction of a platinum rated green data centre

PROVIDING A MAJOR impetus to CII- Indian Green Building Council's (IGBC) efforts in greening of Indian data centres, ICICI Bank Data Centre in Hyderabad has gained the unique distinction of becoming India’s first Platinum rated project under IGBC Green Data Centre Rating System

3 mins read
Express Computer
March 2020

Data centre rationalises computing resources at Titan Company

TITAN HOSTS A complex IT architecture. The data centre team has been trained by the OEMs to run the software-defined infrastructure, says Krishnan Venkateswaran, Chief Digital and Information Officer, Titan Company

3 mins read
Express Computer
March 2020

Bajaj Housing Finance goes with 100% cloud architecture

BAJAJ HOUSING FINANCE has moved the entire enterprise IT ecosystem 100 per cent on public cloud, leading to flexible architecture for its business applications, data warehousing and analytics, which is high performing, rapidly scalable and secure

2 mins read
Express Computer
March 2020

How Big Basket Is Leveraging Emerging Tech For Streamlining Delivery

A perfect combination of focused strategy, market knowhow, customer centricity, and most importantly, the right technology, has led to Big Basket's dominance in online grocery space

4 mins read
Express Computer
March 2020

Digital has been the language of transformation at Kent RO Systems

DIGITAL HAS BEEN in the core of Kent RO Systems Limited (Kent), which has a base of over four million active water purifier installations, and handles around 10,000 service cases every day. Saurabh Gupta, Chief Information Officer, Kent RO Systems shares how it is a completely technology driven company

3 mins read
Express Computer
April 2020

How companies are leveraging data in the insurance sector

BIG DATA, for the insurance sector, has now become a business imperative

3 mins read
Express Computer
April 2020
RELATED STORIES

The Group Portrait: A Beleaguered White House Press Corps

Four years of history, day after day after day.

2 mins read
New York magazine
January 4-17, 2021

Precursor to luxury: Looking back to the Kaiser Jeep Super Wagoneer

As we put hands to keyboard on this issue of Four Wheeler, Jeep has only begun to tease us with its latest entry in the premium luxury SUV field: the Grand Wagoneer concept.

2 mins read
Four Wheeler
February 2021

COLDER MONTHS CAN BE PERFECT TIME TO PHOTOGRAPH GARDENS

The coronavirus has led more people to spend time outdoors, and many find themselves walking the same paths and gazing at the same trees or shrubs day after day.

3 mins read
Techlife News
Techlife News #472

Kailani's MUSTANG

So why does the “Mopar guy” have a 1965 Mustang?

2 mins read
HOT CARS
Vol 5, Issue No.1, Fall 2020

Plans vs Proportions

Adapt a furniture plan with your eye.

8 mins read
Popular Woodworking
November 2020

AFRICAN DREAMS

With cruises that visit South Africa, Botswana, Namibia, and Zimbabwe, CroisiEurope shows off the best that land and water have to offer.

5 mins read
Porthole Cruise Magazine
September/October 2020

WHERE THE PAST IS ALWAYS PRESENT

IN THE SOLOMON ISLANDS’ MUNDA REGION, THE REACH OF HISTORY IS FELT EVERYWHERE, FROM UNTOUCHED WRECKS BELOW TO PROUD VILLAGES ABOVE, AND WONDERS NATURAL AND MAN-MADE COMPETE WITH ISLANDERS’ WARM SMILES TO WIN DIVERS’ HEARTS

10+ mins read
Scuba Diving
July 2020

Aukey KM-G6 LED Mechanical Keyboard

Click clack to reality

3 mins read
Maximum PC
August 2020

MONEY: Rx for Your Health Insurance

The pandemic has caused millions of people to lose their jobs—and their health coverage. Here’s a guide to finding affordable insurance.

10+ mins read
Kiplinger's Personal Finance
July 2020

Find Your Voice

Do you love to sing? Botanicals can improve your voice and soothe a sore throat

3 mins read
Better Nutrition
June 2020