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

Service Request

  • Re-generate your Pin
  • Switch Off (Temporary Block Card)
  • Switch On (Re-activate Card)
  • Permanent Block Card
  • Transaction History
  • View Outstanding Bill
  • View Current Bill
  • View Due Date
  • Replace my Card
  • Increase Card Limit
  • Apply for New Credit Card

Enquiries

  • Re-generate your Pin
  • Switch Off (Temporary Block Card)
  • Switch On (Re-activate Card)
  • Permanent Block Card
  • Switch Off International Usage
  • Switch On International Usage
  • Replace my Card
  • Apply Image Card
  • Upgrade my Debit Card
  • Apply for New Debit Card
  • Apply for Physical Debit Card (For 811 Customers Only)

Bank

  • Account Balance
  • Transaction History
  • Authentication

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.