Bank of Baroda adopts GenAI to transform customer experience, employees efficiency

Indian public sector bank Bank of Baroda recently announced that it is adopting generative AI (GenAI) technologies.

The bank has introduced three innovative GenAI-powered solutions—'Aditi,' a virtual relationship manager, 'GyanSahay.AI,' a knowledge management platform, and 'ADI,' a customer service chatbot—aimed at improving customer interactions and enhancing employee efficiency.

BoB introduces new virtual relationship manager

'Aditi' is a GenAI-powered virtual relationship manager that offers customers a human-lik

Indian public sector bank Bank of Baroda recently announced that it is adopting generative AI (GenAI) technologies.

The bank has introduced three innovative GenAI-powered solutions—'Aditi,' a virtual relationship manager, 'GyanSahay.AI,' a knowledge management platform, and 'ADI,' a customer service chatbot—aimed at improving customer interactions and enhancing employee efficiency.

BoB introduces new virtual relationship manager

'Aditi' is a GenAI-powered virtual relationship manager that offers customers a human-like interaction through digital avatars.

The tool, which is available on the Bank of Baroda’s web portal, provides 24x7 multilingual support in audio, video, and chat formats. 

Aimed at improving digital customer service, 'Aditi' helps users navigate a wide range of banking services and address queries without the need for human intervention.

The service is gradually being rolled out to existing customers through an enrollment process on the bank's website.

Boosting employee efficiency with 'GyanSahay.AI'

In addition to improving customer experience, Bank of Baroda has launched 'GyanSahay.AI,' a GenAI-enabled knowledge management platform specifically designed for its employees.

The platform is trained on the bank's product policies and processes, allowing employees to quickly and accurately respond to customer queries.

By providing immediate access to essential operational information, 'GyanSahay.AI' helps employees work more efficiently, thereby improving overall service delivery. 

Streamlining customer queries with 'ADI'

Bank of Baroda has also introduced new GenAI-powered chatbot, 'ADI', which is designed to assist customers in resolving common queries quickly and efficiently.

This is similar to 'Aditi,' which offers a seamless digital experience, providing instant solutions to banking questions. 

Leadership comments

Debadatta Chand, Managing Director and CEO of Bank of Baroda, expressed optimism about the potential of GenAI technologies to reshape banking operations.

“We at Bank of Baroda have been closely following the rapid advancement of GenAI and are convinced that it has the power to transform banking operations as we know it today,” he said.

He emphasized that the bank plans to continue enhancing these platforms with new features to promote customer self-service and improve fulfillment speed.

Sanjay Mudaliar, Executive Director of Bank of Baroda, also highlighted the bank's investment in data-driven transformation.

He noted that GenAI will play a crucial role in giving customers more control through "anytime, anywhere banking."