Bank of Baroda adopts Generative AI to transform customer experience and employee efficiency

Available on the Bank’s web portal, the capability supports audio, video, and chat-based assistance, ensuring 24x7 banking services with multilingual support.

Hyderabad: Bank of Baroda has made significant strides in its digital transformation journey by adopting advanced technologies in the field of data and artificial intelligence (AI) and introducing three different generative AI-powered solutions for its customers and employees.

‘Aditi’ is a GenAI powered Virtual Relationship Manager aims to enhance the digital customer service experience. These human-like interface (https://www.bankofbaroda.in/contact-us/vrm) presented in the form of digital avatars, offers conversational banking across a range of services. Available on the Bank’s web portal, the capability supports audio, video, and chat-based assistance, ensuring 24×7 banking services with multilingual support, a press release said.

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Bank of Baroda has also launched a GenAI-enabled knowledge management platform, ‘GyanSahay.AI’ for its employees. This platform provides employees with instant and accurate answers, enabling them to seamlessly handle customer queries and access key operational details more efficiently. Bank has also launched GenAI powered chatbot ‘ADI’ to improve digital customer experience and get the required queries solved through chatbot

Debadatta Chand, Managing Director & Chief Executive Officer, Bank of Baroda, said, “Our digital GenAI based conversational interfaces will improve the Bank’s digital customer experience. The Bank will continue to enhance these GenAI use cases with incremental sales and service features driving customer self-service and immediate fulfillment.”