Axis Bank’s AI Assistant Handles 100,000 Customer Calls Daily with 90% Accuracy
India’s Axis Bank deployed an AI-powered voice assistant named AXAA to enhance its customer service.
Problem Statement
Axis Bank needed to improve customer service efficiency and reduce the workload on human agents.
Goal
Implement an AI-powered voice assistant to handle customer queries across multiple languages and services.
Challenges
Developing natural language processing capabilities for multiple Indian languages
Ensuring high accuracy in understanding and responding to diverse customer queries
Seamlessly integrating the AI assistant with existing customer service systems
Actions
Developed natural language processing capabilities for multiple Indian languages Source.
Integrated the AI assistant with existing customer service systems Source
Implemented voice recognition technology for secure authentication Source
Created a user-friendly interface accessible through various devices and platforms
Conducted extensive testing to ensure high accuracy in understanding and responding to diverse customer queries
Key Results
Improved Customer Satisfaction
AXAA handles queries in multiple languages with over 90% accuracy across 17 essential services.
Improved Efficiency
The AI assistant manages 12-15% of calls seamlessly, reducing the workload on human agents.
Cost Reduction
By automating a significant portion of customer interactions, Axis Bank has lowered operational costs.
Impact:
Reduced IVR traversal times, providing faster service to customers
Offers 24/7 support, enhancing customer accessibility
Handles around 100,000 customer calls daily, significantly improving the bank’s customer service capacity