The transformative solution Senseforth has been working with HDFC Bank since 2017, when they collaborated to launch a chatbot, known as ‘EVA’ (Electronic Virtual Assistant), which went on to address over 2.7 million customer queries in just 6 months, and became India’s largest banking chatbot. The progress has been gradual with the addition of various features, as well as the extension of this virtual assistant on popular user issues. Initially, Senseforth built a strategy based on 5 components.
Knowledge gathering: The company shortlisted frequently asked questions and had responses prepared.
Scenarios: EVA is prepared to handle numerous scenarios involving requests customers commonly have for their banking needs.
User feedback: The application gathers data on its performance based on user feedback to learn and get better.
Analytics: EVA’s responses improve through the analysis of conversational data.
Additions: EVA was able to become better prepared to handle common consumer scenarios, and also learned responses to those over time.
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