HDFC Bank’s EVA Becomes India’s Largest Banking Chatbot

India’s first AI-based banking chatbot, Eva, built for HDFC Bank by Senseforth AI Research Pvt Ltd has successfully addressed over 2.7 million customer queries in a span of six months. With this, Eva is officially India’s largest banking chatbot. HDFC Bank collaborated with Senseforth and launched EVA in March 2017 on their website www.hdfcbank.com. Since then EVA has interacted with over 530,000 unique users holding 1.2 million conversations and addressing their 2.7 million queries with swift ease.

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EVA, which stands for Electronic Virtual Assistant, is a chatbot built using the latest NLP and AI technologies. HDFC Bank launched EVA to offer true power of conversational experience to its customers on all the digital platforms such as the Website, Mobile site and the dedicated portal for the bank’s customers. With EVA, customers can get quick access to the Bank’s product details, fees and charges for various products, application processes, branch IFSC Codes, and a lot more information at a faster rate than talking to an agent.

“Eva currently handles 50,000 plus semantic variations for thousands of banking related intents. Eva tracks and analyses everyday customer issues and gains a deeper understanding of their behaviour patterns.” said Mr. Shridhar Marri, CEO and Co-Founder, Senseforth. Thousands of users provide constructive feedback to Eva on a daily basis which helps in enhancing her knowledge repository. “Eva’s everyday interactions with users go through a conceptual banking knowledge framework which in turn enhances her ability to field more questions accurately. Eva never sleeps and her learning never stops!” Shridhar added.

“We are delighted that EVA has done gained significant traction and the endeavour is to leverage on new technologies like AI to serve customers better through our Chatbot. Continuous focus on creating customer value has helped EVA acquire market acceptance within a short period,” said Mr. Nitin Chugh, Group Head of Digital Banking at HDFC Bank Limited.

Information which might generally take an average of 8-10 minutes to obtain, is provided by Eva in a matter of seconds. This makes Eva faster than all other modes of interaction for various information related queries around cards, loans, accounts etc. With an accuracy level of over 85% and uptime of 99.9%, EVA is making purposeful strides towards her ultimate goal of revolutionizing the customer interactions through conversational interfaces.

By becoming the country’s largest banking chatbot, Eva has made a huge impact in India’s AI space. Besides answering queries, Eva has generated a large volume of business leads for the bank in the last six months. Eva has also become an instant hit with the users. An HDFC Bank customer from Pune had this to say, “This is a good initiative by HDFC Bank. It answered all my questions easily.” Another user praised Eva, stating “She is learning well and answering great!!”

Senseforth AI Research Private Limited is an artificial intelligence platform that mimics human cognitive abilities and performs a range of tasks just like humans. Senseforth offers a range of intelligent business bots to enterprises. Built on cutting edge AI, ML and DL technologies, Senseforth AI Research is the most comprehensive action-oriented bot platforms today with the widest range of intelligent business bots in its bot store. Senseforth Bots automate many human intensive processes and increase operational efficiency across an enterprise. Several marquee brands trust Senseforth for its high accuracy and engaging conversational user experiences. To know more about Senseforth please visit Senseforth.ai.

Promoted in 1995 by Housing Development Finance Corporation (HDFC), India’s leading housing finance company, HDFC Bank is one of India’s premier banks providing a wide range of financial products and services to its 37 million customers across hundreds of Indian cities using multiple distribution channels including a pan-India network of branches, ATMs, phone banking, net banking and mobile banking. Within a relatively short span of time, the bank has emerged as a leading player in retail banking, wholesale banking, and treasury operations, its three principal business segments. The bank’s competitive strength clearly lies in the use of technology and the ability to deliver worldclass service with rapid response time. Over the last 22 years, the bank has successfully gained market share in its target customer franchises while maintaining healthy profitability and asset quality. As of December 31, 2016, the Bank had a distribution network with 4,555 branches and 12,087 ATMs in 2,597 cities/towns.

For more information please visit: www.hdfcbank.com