State Bank of India has unveiled its next-generation contact centre service, which will provide a more personalised and better client experience. The revamped contact centre will set a new industry standard by offering 30+ banking solutions in 12 languages, available 24×7 from the comfort of home. To further simplify the process, the bank has introduced easy-to-remember 4-digit toll-free numbers (1800-1234 or 1800-2100).
The customers can avail of an array of services related to accounts, ATM cards and cheque book, emergency services (ATM card or digital channel blocking), access to digital products and support, product information, etc. The bank has provided revamped, simplified scripts, and soft skill training capabilities to resolve most banking queries effectively on the call to all the customer support representatives. In the future, the bank aims to explore embedding advanced AI/ML-based technologies, including conversational IVR, and voice bots.
Dinesh Khara, Chairman of SBI, said, “We endeavor to be customer-centric and offer a personalized experience through multiple channels and platforms. we started this journey of reimagining and building a next-gen contact centre, under Project Dhruva in 2021.”
