The virtual assistant is designed to enhance customer experience by providing relevant and instant responses to customer queries
Artificial Intelligence and Machine Learning is set to change the way we bank. The launch of ELA (Electronic Live Assistant), a virtual assistant for customer support and services, by credit card provider SBI card, is another case in point.
ELA is designed to enhance customer experience by providing relevant and instant responses to customer queries. Customers can communicate with ELA in simple conversational language, enabling easy interface along with prompt query resolution. Such technology enables the company to communicate meaningfully with customers at any time of the day and engage with them while cutting down on manpower costs.
ELA can engage in intelligent conversation on a wide range of queries. For instance, customers can explore products and services, learn how to generate account statements or make bill payments, block their cards and check on the reward point redemption process, among others. Through machine learning algorithm, the chatbot will continuously learn from customer interactions and become smarter thereby providing appropriate solution to each customer. Transactional features will also be enabled on the chatbot in future so that customers can get responses to account specific queries and carry out transactions. “With the introduction of ELA, our customers now have access to a powerful interactive channel for prompt query resolution, without the need to navigate through multiple pages of traditional digital channels,” says Hardayal Prasad, MD & CEO, SBI Card.
The virtual assistant is currently hosted on the SBI Card website and will soon be integrated on the mobile app as well.