Axis Bank is using chat bots to push services to messaging savvy customers:
Amit Sethi believes chat bots offer a great way to engage with the customers and increase their involvement with the bank
Axis Bank is moving beyond apps to launch intelligent banking services enabled by bots. The tool it uses will allow customers to pay bills, transfer funds, manage credit card spends and shop via conventional messaging platforms. It also offers conversational banking.
The bank has partnered with Active Intelligence (Active.ai), a Singapore based fintech company, to launch intelligent banking chat bots that will bring mobile banking services for its customers in the form of a conversational interface. This will enable users to chat through the Axis Bank mobile banking app and messaging platforms like Facebook Messenger.
Says Rajiv Anand, ED (Retail Banking), Axis Bank: “We are enabling new digital technologies to make it easy and simpler for our customers to engage with us. Users are moving to an unstructured form of engagement; we want to be where the customers are. Active.Ai will help us engage with our customers in a conversation – personal and contextual – in the digital space.”
Banks are exploring new channels to push services to customers. After social banking, the next wave is conversational banking, through messaging apps like WhatsApp, Facebook Messenger, Snapchat, WeChat, Line and others. This will be enabled by algorithms and intelligent chat bots.
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