Keya from Kotak Mahindra Bank crossed over 3.5 million queries from over 1 million unique users with 93% accuracy.
Introduction
Kotak Mahindra Bank launched its AI-driven chatbot, Keya. Powered by Active.Ai’s cutting edge AI engine, TRINITI, institutions can now 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.
Launched to millions of Kotak customers, Keya is a smart AI enabled chatbot, quick and available to answer banking queries round the clock and has the ability to field questions on:
Multiple channels multiple use cases
Channels
Web
Mobile
Voice
assistant
Active.Ai client success story - Kotak Mahindra Bank Keya Conversational banking assistant
Recognition
Over 3 million users have got their queries answered by Keya. It has also handled more than 7.2 million service requests till date. With a knowledge repository of 95,000+ questions covering all major banking products, it is able to solve a range of queries raised by customers with a technical accuracy of 83%. On an average, it handles over 1 million service requests per month and receives 60% repeat users on a month-on-month basis.
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Client speak
“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. We have augmented human intelligence with machine learning to redefine an interactive banking experience for our customers,”
Deepak Sharma
Chief Digital Officer of Kotak Mahindra Bank.