SBI unveils next-gen contact centre service

Published By Shweta Birendra Shukla | 11 Oct, 2022

SBI has upgraded its Contact Centre service for an enhanced and more personalized customer experience Credit : AFP

The revamped Contact Centre will provide 30+ banking solutions offered in 12 languages. Credit : AFP

The service will be available 24x7 from home. Credit : AFP

The bank has introduced 4-digit toll-free numbers (1800-1234 or 1800-2100) to simplify the process further. Credit : AFP

Currently, the Contact Centre manages 1.5 crore monthly calls, with 40 per cent self-serviced through IVR. Credit : AFP

The rest is managed by over 3500 tele-caller representatives operating through 4 toll-free helpline numbers. Credit : AFP

In the future, the bank aims to explore embedding advanced AI/ML-based technologies, including conversational IVR, and voice bots. Credit : AFP

In the future, the bank aims to explore embedding advanced AI/ML-based technologies, including conversational IVR, and voice bots.e

SBI said customers can avail of an array of services related to accounts, ATM cards and cheque book, emergency services.