RBL Bank adds new features to its AI-powered chatbot RBL Cares

By Edil Corneille

RBL Bank, an Indian private sector bank, has now enabled additional banking transactions and added a host of new features to its AI-powered conversational chatbot ‘RBL Cares’. The Mumbai-based bank’s chatbot can provide real-time customer service assistance on a range of questions related to banking and credit card products and services.

The chatbot has been built in partnership with Senseforth.ai, a company dealing in the conversational AI space. It has successfully answered over 4 million queries in less than 6 months of its launch in January 2020, with an accuracy of over 95 per cent.

Sunny Uberai, Head–Client Services, RBL Bank said, “We are enthused by the response we have received on our platform, RBL Cares. During the nationwide lockdown due to the pandemic, we witnessed a huge surge of approximately 500% in our chatbot conversations. We implemented the bot to provide a convenient and quick service experience to our customers and enable them to perform banking activities from the comfort of their couch.”

In addition to helping customers find answers to their queries, RBL Cares also enables them to check the account balance, credit card balance & statement; block/ unblock debit & credit cards, manage beneficiaries, request a cheque book, request stop payment, enable/ disable international transactions on a credit card, update email IDs, reset PINs and find their credit scores.

Shridhar Marri, CEO & Co-founder of Senseforth.ai said, “RBL Cares is a true example of how AI-powered Conversational Banking can drive financial adoption and make banking simple for everyone.”

The new feature on the chatbot facilitates transactions like fund transfers via NEFT or IMPS. Information related to the COVID-19 moratorium facility can also be accessed through the technology.