Chatbots and virtual assistant in Indian banks

Abstract

This paper discusses the adoption of chatbots and virtual Assistants by different category of banks (private sector banks and public sector banks) in India. The research paper presents a brief introduction of banking industry in India, history, characteristics, and architecture of chatbots and virtual assistants. The research paper also included basic features, way to connect, services offered, accuracy, technology providers of chatbots and virtual assistants implemented by Indian banks. Research paper concluded that Indian banks are aggressively investing in chatbots and virtual assistant technology but features are limited. Most of the questions answered by chatbots/ virtual assistant are routine for which data is already available on websites of the banks. Secondly, awareness of chatbots/ virtual assistants is very low among the customers and employees of the banks. It necessitates enhancement of existing capabilities of chatbots/ virtual assistant deployed by Indian banks and awareness with respect to usefulness among employees and customers Čatbotovi i virtuelni asistent u indijskim bankama Apstrakt: U ovom radu se govori o usvajanju čatbotova i virtuelnih asistenata od strane različitih kategorija banaka (banke iz privatnog sektora i banke iz javnog sektora) u Indiji. Istraživački rad obuhvata kratak uvod bankarske industrije u Indiji, istoriju, karakteristike i arhitekturu čatbotova i virtuelnih asistenata. Rad, takođe, uključuje osnovne karakteristike, način povezivanja, usluge koje se nude, tačnost, tehnologije dobavljača čatbotova i virtuelnih asistenata koje implementiraju indijske banke. Na osnovu analize dostupnih podataka, zaključeno je da indijske banke agresivno ulažu u čatbotove i tehnologiju virtuelnog asistenta, ali mogućnosti su ograničene. Većina pitanja na koja odgovaraju čatbotovi / virtualni asistent je rutinska, i za odgovore na njih podaci su većdostupnivećdostupni na veb lokacijama banaka. Takođe, svest klijenata i zaposlenih u bankama o ovim tehnologijama je vrlo niska. Stoga je potrebno poboljšati postojeće mogućnosti pomenutih tehnologija koje su postavile indijske banke i svest o korisnosti među zaposlenima i klijentima.