Deepak Sharma, Chief Digital Officer of Kotak Mahindra Bank

Kotak Mahindra Bank (Kotak) recently announced the launch of its AI-driven chatbot, Keya. Keya is an AI-driven chatbot, powered by Active.AI the conversational chat-bot has seen active adoption by Kotak’s customers; the AI-driven chatbot has already crossed over 3.5 million queries from over 1 million unique users with 93% accuracy. The chatbot has the ability to answer customer queries which revolve around credit cards, debit cards, savings and current accounts, fixed deposits and fund transfers.

Deepak Sharma, Chief Digital Officer of Kotak Mahindra Bank commented, “By leveraging the power of conversational AI, the Keya chat-bot 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,”

Keya makes conversation possible with Kotak’s customers due to Active.AI’s artificial intelligence engine called TRINITI.  Constant feedback from customers has made it possible for Active.AI to make their entire engine scalable and quick to deploy. Active.AI believes that their platform can make great service experience accessible for every financial institution.

Established in 2016, Active Intelligence Pte Ltd or Active.AI, a Singapore Fintech start-up with an innovation lab in Bengaluru, India, helps financial services design intelligent conversations. They focus on multiple financial services industry domains such as retail, corporate and private banking, virtual agents, capital markets, and insurance, commerce and wealth management. Since its inception in 2016, the fintech startup has raised over $14.8 million in its 4 rounds of Series A funding.

by Megha Bhattacharya
Market Analyst at IBS Intelligence