ICICI Bank said it has integrated its AI-powered multi-channel chatbot, ‘iPal’, with the world’s 2 most popular voice assistant apps – Amazon Alexa and Google Assistant. The bank believes this will enable its retail banking customers to undertake an array of banking services with just a simple voice command. This facility offers customers yet another way to connect with their bank from homes at a time when they are advised to stay indoors in the wake of the nationwide lockdown. The bank had earlier undertaken 2 other digital initiatives – chat-based banking services on WhatsApp and ‘ICICIStack’, a set of digital banking and APIs, to ensure uninterrupted banking experience to customers – both retail and business. ‘ICICIStack’ offers nearly 500 services that covers almost all banking requirements of customers such as digital account opening, loan solutions, payment solutions, investments and care solutions.
To avail the voice banking offering, customers need to download the Alexa / Google Assistant and link their ICICI Bank account through a secure 2-factor authentication process. They can then simply speak out their query to Alexa / Google Assistant enabled devices to check their savings account balance and credit card details including due date, due amount and last 5transactions. They can also ask queries related to the bank’s products and services, which ‘iPal’ will read out aloud through the Alexa / Google Assistant enabled devices.
Anup Bagchi, executive director, ICICI Bank, said the bank has introduced voice banking on 2 of the most popular voice assistants in the world. The bank’s retail customers can execute a host of their banking requirements from their home securely and 24×7, without visiting a branch. With the growing comfort of customers in using digital assistants like Alexa / Google Assistant in every-day life, there would be immense convenience to the customers, as it allows them to get speedy and personalized banking experience whenever they need it.
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