HDFC Bank’s ‘Eva’ becomes India’s smartest chatbot

According to HDFC Bank, it collaborated with Senseforth and launched 'EVA' (Electronic Virtual Assistant) in March this year on its website. The bank said that 'Eva' has an accuracy level of over 85 per cent and uptime of 99.9 per cent.

By: IANS | Bengaluru | Updated: September 7, 2017 5:29 pm
Artificial intelligence, HDFC Bank, chatbot, HDFC chatbot, Senseforth AI Research, Electronic Virtual Assistant, HDFC Eva, Natural Language Processing, Eva AI technologies, banking customer portal, Eva banking bot According to HDFC Bank, it collaborated with Senseforth and launched ‘EVA’ (Electronic Virtual Assistant) in March this year on its website. (Image Source: HDFC Bank)

Artificial Intelligence (AI)-based chatbot ‘Eva’ – built for HDFC Bank by Bengaluru-based Senseforth AI Research – has successfully addressed over 2.7 million customer queries in six months to become the country’s largest banking chatbot. According to HDFC Bank, it collaborated with Senseforth and launched ‘EVA’ (Electronic Virtual Assistant) in March this year on its website.

Since then, ‘Eva’ has interacted with over 530,000 unique users, holding 1.2 million conversations and addressing 2.7 million queries with ease. “‘Eva’ currently handles 50,000 plus semantic variations for thousands of banking related intents, tracks and analyses everyday customer issues and gains a deeper understanding of their behaviour patterns,” said Shridhar Marri, co-founder and CEO Senseforth, in a statement.

The bank said that ‘Eva’ has an accuracy level of over 85 per cent and uptime of 99.9 per cent. “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!” Marri added. ‘Eva’ is a chatbot built using the latest Natural Language Processing (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.

“We are delighted that ‘Eva’ has gained significant traction and the endeavour is to leverage on new technologies like AI to serve customers better through our Chatbot,” added Nitin Chugh, Group Head of Digital Banking at HDFC Bank Limited.

For all the latest Technology News, download Indian Express App

  1. KUMAR SEETHARAMAN
    Jan 9, 2018 at 6:22 pm
    Very well explained and written about chatbots and AI. It was quite helpful indeed. A little more business integrations and better customer experience will work out wonders. I came across a chatbot platform called Engati which guided me to design a chatbot within 10 minutes and no coding. You too can give it a try at building a bot in less than 10 minutes. Engati is a chatbot platform that allows you to build, manage, integrate, train, analyze and publish your personalized bot in a matter of minutes. It presently supports eight major messaging platforms including messenger, Kik, telegram, line, Viber, Skype, slack and webchat with a focus on customer engagement, conversational commerce, and customer service and fulfillment. Read more about it here engati
    (0)(0)
    Reply