Kotak Mahindra Bank, a prominent private sector lender in India, recently launched its Artificial Intelligence programmed voice bot that goes by the name Keya. The voice bot employs Natural Language Understanding, Speech Recognition, and Text-to-Speech Technology to give customers the optimal experience while they go through the Interactive Voice Response system that is made available in different languages, predominantly in English and Hindi.
The AI-powered system has been developed by Kotak Bank in partnership with a Nasdaq listed firm, Nuance. The company is based out of Massachusetts in the United States.
The most prominent benefits that are passed on to the customer include shorter call durations, and accurate routing of calls whenever necessary, that essentially leads to heightened satisfaction.
Kotak’s Senior Vice President, Puneet Kapoor, mentioned that Keya’s design has taken into account customers’ preferences, potential choices, voice commands and potential queries to provide the most comprehensive customer experience.