Bank of Baroda unveils GenAI-powered virtual relationship manager

Bank of Baroda (BoB) has introduced 'Aditi', a GenAI-powered virtual relationship manager, to enhance the digital customer service experience.

These human-like interfaces, presented in the form of digital avatars, offer conversational banking across a range of services, the public sector bank said in a statement.

“Available on the bank’s web portal, the capability supports audio, video, and chat-based assistance ensuring 24x7 banking services with multilingual support. This service is being gradually rolled out to our existing customers through an enrollment process available on the bank’s website,” the bank said.

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“Trained in the bank’s product policies and processes, this platform provides employees with instant and accurate answers, enabling them to seamlessly handle customer queries and access key operational details more efficiently. It aids employees to work smarter and faster, ultimately enhancing customer satisfaction and service delivery,” the bank said.

Debadatta Chand, Managing Director & Chief Executive Officer,said, “We have been closely following the rapid advancement of GenAI and are convinced that it has the power to transform banking operations as we know it today. Our digital GenAI-based conversational interfaces will improve the bank’s digital customer experience.

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“The bank will continue to enhance these GenAI use cases, with incremental sales and service features driving customer self-service and immediate fulfillment.”

In addition, BoB has also launched a GenAI-enabled knowledge management platform, ‘GyanSahay.AI’ for its employees.

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