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Axis Bank unveils AXAA .


Ankur Bhattacharya

July 31 (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

 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.