Chugh said that even Ira was a customer facing physical form of all sorts of automation that the bank was undertaking at its back end
MUMBAI: If next time you walk into a HDFC Bank branch and get greeted by a human shaped robot offering help, do not be surprised, the country’s 2nd largest private sector lender HDFC Bank is in the process of presenting ‘Ira’ at its branches to help customers in their transactions.
“We have developed this robot in India and we have named it Ira which means Intelligent Robotic Assistant and are scheduling to use it for smoother customer service, marketing, employee assistance and also process automation,” stated Nitin Chugh, country head, digital banking, HDFC Bank. “As of now, we have only one robot which we could install at a branch in Mumbai to check how customers react to it.”
The bank stated that depending on customer response they would install more such robots across its branches in the country. Though with the current wave of digitization across the financial sector banks are also viewing at ways to be up with the time by introducing automation to guarantee quick decision making on their part.
Chugh stated that even Ira was a customer facing physical form of all sorts of automation that the bank was undertaking at its back end.
While introducing Ira the bank also launched the second edition of its Digital Innovation Summit, and stated that it was betting on block chain technology, artificial intelligence, internet of things and technology services pointed at smoothening processes in rural banking to drive customer services from their end in the near future.
“We already have around 71% of our transactions happening through mobile and internet banking and that is creating an huge amount of digital trail, we are now planning to utilize this trail to see how we can provide our customers with better banking services,” stated Chugh.
Chugh stated that the HDFC bank is specifically looking at inviting players in the fintech space to come up with innovative solutions around rural banking on the outlines of SMS banking and USSD code based banking that is already operational.