Bank of Baroda has taken a significant step forward in its digital transformation by incorporating Generative AI (GenAI) to improve customer service and boost employee efficiency. The bank has launched three GenAI-powered solutions aimed at improving both customer interactions and internal operations.
Virtual Relationship Manager
One of the key innovations is the introduction of ‘Aditi’, a virtual relationship manager powered by GenAI. This human-like interface is available in the form of digital avatars, offering conversational banking to customers. Customers can access this service through the Bank of Baroda’s web portal, with options for audio, video, and chat-based assistance. The platform operates 24/7 and supports multiple languages, making it easier for customers to manage their banking needs anytime, anywhere. Aditi is being rolled out gradually, and customers can sign up for the service through the bank’s website.
GenAI-Enabled Knowledge Platform
In addition to customer-facing tools, Bank of Baroda has launched ‘GyanSahay.AI’, a knowledge management platform for its employees. This GenAI-powered system is trained on the bank’s products, policies, and processes, allowing employees to quickly access important information. This tool helps employees respond to customer queries efficiently, leading to better customer satisfaction and faster service delivery.
Chatbot ‘ADI’ for Customer Support
Another GenAI innovation is the ‘ADI’ chatbot, designed to provide customers with instant answers to common queries. This AI-driven chatbot enhances the digital banking experience, making it easier for customers to resolve their concerns without needing to speak to a representative.
Innovation and Transformation
According to Debadatta Chand, Managing Director & CEO of Bank of Baroda, the bank is committed to improving its digital operations through GenAI. By integrating GenAI solutions, the bank aims to offer better self-service options, improve service fulfillment, and ensure its employees have the right tools to assist customers effectively.
The bank is also focusing on recruiting skilled resources to continue driving the adoption of artificial intelligence in its operations. To ensure a smooth rollout of these technologies, Bank of Baroda has established a strong governance framework to manage the security, ethical use, and performance of these systems.
Commitment to Digital Banking
As the banking industry evolves, Bank of Baroda remains focused on providing a superior customer experience through digital solutions. The use of GenAI is a step towards empowering customers with anytime, anywhere banking, and helping employees work more efficiently.
