Book Title: Indian Management Case Studies
Editors: Dr. Jasbir Kaur and Dr. Devyani Ingale
ISBN: 978-81-973428-4-4
Chapter: 10
DOI: https://doi.org/10.59646/imcsc10/192
Author: Prof. Dr. Yuvraj Lahoti, Professor, Vishwakarma University, Pune, Maharashtra, India.
Learning Objective:
This case study examines the State Bank of India’s (SBI) utilisation of artificial intelligence by implementing a chatbot for customer support. Learners will acquire knowledge and understanding of the incorporation of technology in the banking industry, with a specific emphasis on how artificial intelligence (AI) may revolutionise consumer relationships and enhance the efficiency of services. Through an analysis of SBI’s strategic implementation of AI, attendees will get insight into the profound influence these technologies have on total customer happiness.The study will examine the procedures involved in creating and applying the chatbot, such as working together with technology partners, incorporating it into the current IT system, and teaching the AI to effectively address various client inquiries. Additionally, learners will investigate the ongoing enhancement processes utilised to expand the capabilities of the chatbot as time progresses. The difficulties linked to the implementation of AI in a conventional banking setting will also be tackled. By acquiring this understanding, individuals will be equipped with the necessary information to implement comparable technological advancements in their own industries and geographic areas. As a result, this will stimulate corporate expansion and improve customer service models.