New Delhi, April 7: The government-owned Bank of Baroda has launched its multilingual AI chatbot, ‘Bob Samvad’, allowing customers to access banking services in 22 languages. The formal launch took place on March 28 in Mumbai, led by M. Nagaraju, Secretary of the Financial Services Department.
Describing the initiative as a step towards inclusive banking, Nagaraju emphasized that this platform will strengthen customer service delivery and set a new standard in the sector through technological advancements.
Designed to eliminate language barriers, the platform enables seamless communication between customers and bank staff in their preferred languages. ‘Bob Samvad’, developed internally by the bank, facilitates real-time, low-latency, two-way communication, allowing customers and employees to converse effortlessly, even when speaking different languages.
The platform supports both text and voice modes, enabling customers to ask questions in their chosen language, which are then instantly translated for branch staff, ensuring accurate and efficient service.
During the launch event, Debadutta Chanda, the bank’s Managing Director and CEO, stated that this initiative reflects the bank’s goal of combining customer-centric design with technology to make branches more inclusive and accessible.
In its initial phase, the platform will be rolled out in 250 branches across states including Tamil Nadu, Karnataka, Telangana, Andhra Pradesh, and Maharashtra, with plans for a broader rollout across the bank’s entire network.
Additionally, the Financial Services Secretary visited the bank’s Mumbai office to review ‘Bob Forest’, a sustainable development initiative aimed at promoting biodiversity and clean air under comprehensive environmental, social, and governance (ESG) efforts.
Earlier in February, the Financial Services Department of the Ministry of Finance organized a two-day workshop at the Bank of Baroda Academy in Ahmedabad, focusing on the implementation of the government’s reservation policy in public sector banks, insurance companies, regional regulators, and public financial institutions, as well as measures to enhance accessibility to financial services for persons with disabilities.
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