Kotak Mahindra Bank’s AI-driven chatbot debuts

Image courtesy of Active.Ai

Kotak Mahindra Bank has launched its artificial intelligence-driven chatbot dubbed “Keya” and powered by Active.Ai’s AI engine, TRINITI.

Kotak customers are actively adopting Keya, which has crossed over 3.5 million queries from over one million unique users with 93% accuracy.

Keya is quick and available to answer banking queries round-the-clock and has the ability to field questions on credit cards, debit cards, savings and current accounts, 811 account, fixed deposits, and fund transfers.

“By leveraging the power of conversational AI, the Keya chatbot is available across digital channels such as the Kotak website, internet banking, 811 and the Kotak mobile app,” said Deepak Sharma, CDO of Kotak Mahindra Bank. “We have augmented human intelligence with machine learning to redefine an interactive banking experience for our customers.”

With Active.Ai’s engine, institutions can communicate digitally with their consumers, understand their intent, be contextually aware, handle multiple instructions in a single string and handle acronyms or slang in a delightful manner.

Active.Ai said more than 10 institutions across the world handle millions of interactions across simple and complex banking conversations on TRINITI with a very high accuracy rate.