Evolving Digital Banking with DhIRA
Karnataka Bank introduced DhIRA, an AI-powered Virtual Assistant by DaveAI across their websites and kiosks. This solution positions Karnataka Bank as a digital bank of the future, offering seamless, real-time assistance to customers and enhancing their digital banking experience.
Company Overview
Organization
Karnataka Bank
Industry
Banking
Region
India
Website
www.karnatakabank.com
Language
English, Kannada
Channel
Website, Kiosks
The challenge
Karnataka Bank aimed to lead in digital banking by deploying avatar-enabled self-service kiosks, allowing customers to independently perform a wide range of banking activities, from opening accounts to accessing information. These Digi Banks were designed to offer a seamless digital experience without the need for human assistance.
The primary challenge was to create a user-friendly, intuitive interface that could cater to customers across cities in Karnataka. The bank also sought to extend this experience to their website, ensuring a consistent and engaging customer journey across both physical and digital touchpoints.
Solution:
- AI-Powered Virtual Assistant DhIRA
To address these challenges, Karnataka Bank launched DhIRA – Digital Human Interactive Relationship Assistant. DhIRA offers real-time assistance, providing relevant responses based on identified customer intent. The assistant continually improves its accuracy through machine learning, ensuring that customer queries are handled with increasing precision.
DhIRA also features autocomplete suggestions, intent clarification, and contextualized questions to streamline product discovery. It proactively guides users through navigation, offering personalized nudges and triggers to help determine the next best action, thereby enhancing the overall customer experience.
- Intent Recognition and Natural Language Processing (NLP)
- Real-Time Contextual Guidance System
- Machine Learning for Continuous Improvement
- Multichannel Integration (Web, Digital Kiosks)
Business Impact
By providing real-time assistance and personalized banking guidance, DhIRA has played a crucial role in improving customer satisfaction and engagement across the bank’s digital platforms. The virtual assistant’s ability to interact empathetically and efficiently has strengthened customer trust and loyalty, positioning Karnataka Bank as a forward-thinking leader in digital banking.
Real-Time Assistance
Enhanced Accuracy
Improved Navigation
