IndiaFinance and insurance2018 – ongoing

City Union Bank

Lakshmi conversational AI banking assistant

City Union Bank said its Lakshmi AI assistant cut operating expenses by nearly 55%

WorkingCompany's own claim

Problem

The bank wanted to serve customer queries digitally and cut operating expenses.

Approach

The bank used Avaamo's conversational platform to build Lakshmi. It handles fraud reporting, ID verification, e-wallet transactions, loan advice and routine requests. The bank reused the conversation data and trained models to train its branch robots, and planned Tamil support.

Results

nearly 55%reduction in operating expenses since deployment, as stated by the bank in 2018Company's own claim[1]

Takeaway

The figures date from 2018 and were stated by the bank. It did not say how the cost cut was measured, and current use is not reported.

Sources

CASE STUDY: City Union Bank Envisions its Integrated Robo-Banking Ambitions
DQ Channels28 Jun 2018News article

Source summaries

[1]DQ Channels28 Jun 2018

A trade case study of the Lakshmi assistant built on Avaamo. It gives nearly 55% lower operating expenses since deployment, plus a bank expectation of nearly 60% in a couple of years.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026