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July 5, 2018

SBI Card unveils AI-based virtual assistant

Indian credit cards issuer SBI Card has introduced an artificial intelligence (AI)-powered virtual assistant dubbed Electronic Live Assistant (ELA) to provide customer support.

ELA leverages machine learning algorithm to offer relevant and immediate responses to queries. It has also been programmed to learn from customer interactions.

The virtual assistant features an easy interface, enabling communication through simple conversational language.

The chatbot will assist customers with products and services, generation of account statement, bill payment, blocking of cards and enquiries on reward point redemption, among others.

In the future, SBI Card plans to add transactional features to the virtual assistant in order to offer customers with solutions to account specific queries and for performing transactions.

SBI Card managing director and CEO Hardayal Prasad said: “Our electronic live assistant, ELA, is a big step forward in making life simple for our customers, in line with our core value proposition. We are excited to leverage the potential of artificial intelligence in driving the next level of digital transformation and enhancing customer experience.

“With the introduction of ELA, our customers now have access to a powerful interactive channel for prompt query resolution, without the need to navigate through multiple pages of traditional digital channels.”

Currently, the company made the Electronic Live Assistant available on its website, with plans to integrate the technology into the mobile application soon.

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