IndiaFinance and insurance2019 – ongoing

Kotak Mahindra Bank

Keya chatbot for digital banking enquiries

Kotak's Keya chatbot passed 3.5 million queries, according to Active.Ai

WorkingVendor case studyVendor ↗

Problem

Kotak needed to answer routine banking questions around the clock across its digital channels.

Approach

The bank deployed Keya using Active.Ai's TRINITI conversational AI engine. Customers accessed it through the website and internet banking, as well as the bank's mobile applications. It answered account and card questions and supported banking service enquiries.

Results

over 3.5 millionqueries handled by Keya, according to Active.AiVendor case study[1]

over 1 millionunique users, according to Active.AiVendor case study[1]

93%reported accuracy, with the measurement method undisclosedVendor case study[1]

Takeaway

Active.Ai reported substantial usage, but did not explain how it measured answer accuracy.

Sources

Active.Ai powers Keya, Kotak Mahindra Bank's Conversational AI chatbot
Active.Ai / PR Newswire2 Jul 2019Vendor publication

Source summaries

[1]Active.Ai / PR Newswire2 Jul 2019

Active.Ai described Keya's deployment across Kotak's digital banking channels. The supplier reported over 3.5 million queries from over 1 million users and 93% accuracy.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026