Queries on EMI Moratorium, converting credit card transactions to EMIs, Unblocking of Net Banking facilities and credit card activation requests among the most common queries asked by customers
NEW DELHI: In the ongoing Coronavirus-induced lockdown across the country, digital banking has become the need of the hour to fulfill key banking requirements of customers. With a choice of multiple digital channels such as Mobile Banking and Net Banking, Kotak customers can do most of their banking remotely.
Since the lockdown began in March 2020, over 60,000 Kotak Mahindra Bank customers who were previously branch-active but digitally inactive have now turned digitally active, completing at least one digital banking transaction during the lockdown period. The top three digital payment modes used by these customers are UPI, Fund Transfers, and Recharge.
In addition, Keya voice bot and chatbot offer customers smart and quick 24×7 channels to seamlessly interact with the bank on a real-time basis.
Launched in 2018, Keya is the first-ever voicebot in the Indian banking sector. Powered by AI-based conversational banking, the Keya voicebot is able to increasingly autonomously fulfil customer requests without reaching out for human assistance.
Keya chatbot was launched in 2018 and is available on all three platforms – net banking, mobile banking and the website of Kotak. The AI-enabled chatbot is a text + voice-based bot that can answer a range of queries related to bank accounts, debit and credit cards, fund transfers, loans and fixed deposits.
Over the last couple of months during the lockdown, the Keya chatbot has become one of the major channels to serve customers.
The fact that chatbots and voice bots are keeping customer service for the Bank up and running despite a nationwide lockdown speaks of the real-world impact of AI and tech investments by Kotak. Both are big steps towards making banking contactless in a post-COVID world. A new ecosystem comprising app, bot, and customization will form the foundation of banking in the new normal and that is what is indicated in the changing behavior among customers.
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