INTRODUCTION

AI 83% 93% 77%

Indian bankers agree that

AI is the ability of a Indian bankers believe Bankers in India said they
most firms are not prepared
computer program or a that AI will work increasingly use data to drive
to confront impending waves
machine to think and alongside humans in critical and automated
of corrupted insights from
learn the next two years decision-making
falsified data

.
 State Bank of India
• Chapdex: Cameras in branch captures the facial
expressions of customers to provide real-time
feedback on the customers mood
• Payjo: Chatbot, equipped to handle nearly
10,000 enquiries per second. Deployment of this
size was the first across the world

Axis Bank
• Implemented AI across 125+ processes
HDFC Bank • Robotic process automation is complete for
most processes
• EVA: Machine learning chatbot which • 80% of the suspicious transactions from
can assimilate information from 5% of the customers identified as high risk
thousands of sources and can provide by the AI-enabled neural network
answers in 0.4 seconds
• IRA : In-store robots to help guide
visitors and customers

ICICI Bank

Software robots:
• Have reduced response time by 60% and increased
accuracy to 100%
• Have allowed bank’s employees to focus more on
value-added and customer related functions
• In house development, using AI features such as
facial and voice recognition, natural language
processing and machine learning
Challenges

Lack of credible and quality

01 data

02 Diverse languages

Data access and data

03 privacy

Unavailability of Trained
04 human resource

05 Unemployment
 Creating a common Big Data Data analysis to arrive at
platform from various sources, Prompt Corrective Action
including social media to create (PCA)
creditworthiness profile

Applying ML to optimize
customer risk rating
process
Applying AI for better NPA management during NPA recovery

Identification of most likely loan repayment

04 through Big Data analytics categorized
geographically and demographically

Data of past successful collection activities

03 analyzed for best time for outreach

Integration with call center operations for

02 automatic detection of calls and locations

Automated suggestions for loan recovery

01 agents for optimized outcomes