3i Infotech Limited a global Information Technology company unveiled its latest service offering, ‘Conversational Banking’ at the recently concluded American Banker event in Colorado Springs, US. Voice & chat which are central to conversational banking and advanced analytics such as channel interaction analytics and voice mining are integrated in this solution to increase cross-selling and minimize
channel attrition leading to a friction-less omnichannel experience. Conversational Banking is a
part of Altiray’s ‘Omnichannel Solution – Conversational Services’ and is powered by Artificial
Intelligence. The solution provides a 360 degree and holistic approach to converse with
customers and enhance their experience.
The voice-led omnichannel solution finds easy application across various industries like banking,
insurance and healthcare. It demonstrates how a customer initiates simple or complex
transactions, like applying for a loan, applying for insurance, checking account balance or
renewing policies etc., using voice interaction and if necessary continue through other digital
channels like bot, mobile and portal. It converses with customers, understands requirements,
captures requisite data and pre populates forms where possible, and uses social media like
LinkedIn or bank aggregators as source.
Speaking on their Next-gen offering, Mohua Sengupta, EVP and Global Head of Services, 3i
Infotech said, “Following the recent rebranding of our services business unit to Altiray, we are
pleased to announce one more innovative offering from our stable, which is poised to be a
game-changer in the industry. This further reinforces our commitment to help enterprises in
their digital transformation journey. What this service provides, essentially, is to allow banks to
have seamless interactions with their customers. We have also forayed into Conversational
Insurance and Healthcare to extend these benefits to insurers and healthcare providers.”
“In an environment where Voice is the next UI of choice, we want to be the leaders driving the
change. There are reports that by 2022 almost 40% of consumers will use voice assistants,
compared to 24% today and another 31% will use a voice device instead of visiting a branch or
store, compared to 20% today; hence this is a market that’s burgeoning and waiting to be
tapped”, she further added.
The key features of Omnichannel Conversational Services include Security, Dialoguing,
Persistence and Open API. Here, there is no device dependency. The approach to the
conversational services, is to use Q&A to answer generic queries; use cognitive services to
answer intelligently; interface with the right backend system through APIs to get responses;
create NLP based responses and present to chat client; and handoff to human interactions at
appropriate time during conversations.
About 3i Infotech
Headquartered in Mumbai, India, since inception in 1993, the Company has been committed to
driving business value across all industry verticals. The Company has over 4800 employees in 18
offices across 11 countries and over 1000+ customers in more than 50 countries across 4
continents. With a comprehensive set of IP based software solutions and a wide range of IT
services, 3i Infotech has successfully transformed business operations of customers globally.
The Company has a very strong foothold and customer base in geographies like North America,
India, Asia Pacific, Middle East and Africa and South Asia. The Company’s products and services
address the dynamic requirements of BFSI, Government, Manufacturing, Retail, Distribution,
Telecom and Healthcare. Some of the flagship products include Amlock®, Kastle®, MFund®,
Orion® and Premia®. A robust capability in the services domain is evident through consulting
services, business optimization services and an extensive expertise in mobility, data analytics,
big data, testing and application development services, all of which come under the umbrella
brand – Altiray TM .