New Delhi: Bank of Baroda is upgrading its customer service with AI tools from Tech Mahindra and Verint. The bank has adopted automated systems to improve how it handles customer interactions and streamline operations.
Working with Tech Mahindra, the bank is now using Verint’s speech analytics and automated quality management to monitor all customer interactions, moving beyond the manual process that only covered about 10%. This allows the bank to quickly address issues and improve its services.
The goal is to make customer service more efficient by reducing call times, cutting down on unnecessary transfers, and helping agents focus on important tasks. The use of AI also helps the bank identify where its products and processes can be improved.
This effort marks a shift toward more tech-driven customer support at Bank of Baroda, as it looks to better meet customer needs and improve engagement.
