Axis Bank unveils Automated Voice Assistant AXAA
Ankur Bhattacharya
KOLKATA, July 31 2020 (HS): With an aim to addressing the increasing number of queries from customers promptly, Axis Bank, India’s third largest private sector Bank has announced the launch of Automated Voice Assistant ‘AXAA’, an Artificial Intelligence powered conversational voice.
The launch of AXAA is in line with the Bank’s “Dil se Open” philosophy, to build a sharper customer focus and embark on a journey of constant innovation and enhancement. AXAA operates like a humanoid and has power to change the paradigm of customer experience from conventional Interactive Voice Response (IVR) system to a new era of call steering and precise response with very high degree of accuracy and consistency.
It will also assist customers to traverse through the IVR and address their queries and requests, without the need for any human intervention in most cases.
According to Ratan Kesh, Head – Retail Operations and Service, Axis Bank AXAA is a next-gen multilingual voice that can converse in both English, Hindi and Hinglish. It is a unique service that helps accelerate engagement strategy and uses cutting edge automated speech recognition, natural language understanding technology boosted by Artificial Intelligence powered business algorithms.
AXAA provides an augmented customer experience that automates the contact center operations and is capable of handling a lakhs of customer queries and requests per day with ability to scale up faster. This automated voice assistant has been deployed to enhance customer experience by enabling in-depth understanding of their queries, its context and the intent of the call.