Aditya Birla Sun Life AMC has introduced a new digital facility eBOT or email BOT powered by Artificial Intelligence (AI) and Machine Learning (ML) in its customer service process. The eBOT can read and understand customer’s intent, classify the query, fetch relevant information from systems and respond to customer queries over email.
The fund house will also resolve queries of distributors through this digital facility.
The fund house claims that eBOT will ensure rapid and accurate response to customer queries over email in a consistent manner.
Earlier, the fund house had launched a ChatBot and a WhatsApp channel for customer servicing. For instance, customers can use WhatsApp chat to get portfolio details, fund value and NAV of schemes.
A Balasubramanian, CEO, Aditya Birla Sun Life AMC, said, “The facility will offer speedy resolution to enrich customer experience. With its powerful features, we also expect the eBOT to transform our customer service process and improve customer satisfaction. We will also be extending this service to our flagship initiative Partner Priority Desks to enhance the experience of our distributor partners by quick resolution of service requests and queries.”
