Axis Bank has come out with an automated voice assistant AXAA, an AI-powered conversational voice bot with an aim to address the increasing number of queries from customers effectively and promptly. The launch is part of the bank’s ‘Dil se Open’ philosophy, to build a sharper customer focus and embark on a journey of constant innovation and enhancement. AXAA operates like a humanoid and has power to change the paradigm of customer experience from conventional Interactive Voice Response (IVR) system to a new era of call steering and precise response with very high degree of accuracy and consistency. It will assist customers to traverse through the IVR and address their queries and requests, without the need for any human intervention in most cases. It is a next-gen multilingual voice BOT that can converse in both English, Hindi and Hinglish. It provides an augmented customer experience that automates the contact center operations and is capable of handling a 100,000 customer queries and requests per day with ability to scale up faster. The Bank has partnered with the service provider Vernacular.Ai to deploy AXAA on phone-banking IVR. Ratan Kesh, EVP and Head – Retail Operations and Service at the bank said the bank’s objective is to re-define the role it can play in the life of its customers, by elevating digital banking to new domains of customer service. This new technology will not only enhance customer experience, but will also increase efficiency of the bank’s contact centre operations, he added.
