This sector won’t see job losses due to chatbots, artificial intelligence
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Many experts have said AI will results in job losses in various sectors, however, banks say
It is worth mentioning the State Bank of India (SBI) is working with IBM to make use of Watson - an answering computer software to assist staff and employees.
Even HDFC Bank has tied up with
"We find that chatbots are useful for employees. For instance, if an employee has entered a particular screen and does not know how to proceed, the software will sense inactivity and a bot will pop-up offering assistance," Mrutyunjay Mahapatra, deputy MD and chief information officer, SBI, told ET.
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However, he says bots are not there to replace customer executives. "In any case the routine queries are moving to the self-service mode. Most of the calls now pertain to when the caller is worried about a transaction and wants to speak to a human," Chugh told ET.
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