IndiaFinance and insurance2020 – ongoing

RBL Bank

RBL Cares conversational banking assistant

RBL Bank reported that its banking chatbot answered over 4 million queries in less than 6 months

WorkingCompany's own claim

Problem

Customers needed remote access to banking information and routine account services during pandemic restrictions.

Approach

RBL Bank launched RBL Cares with Senseforth.ai in January 2020. The conversational assistant answered banking and credit-card questions and supported account and card-management tasks. The bank subsequently added fund transfers through NEFT and IMPS.

Results

over 4 millionqueries answered in less than 6 months, according to the launch partners' accountCompany's own claim[1]

over 95%reported answer accuracy, without a disclosed evaluation methodCompany's own claim[1]

Takeaway

The assistant combined information retrieval with banking transactions. The reported accuracy figure did not include a published measurement method.

Sources

RBL Bank adds new features to its AI-powered chatbot RBL Cares
IBS Intelligence29 Jun 2020News article

Source summaries

[1]IBS Intelligence29 Jun 2020

IBS Intelligence reported the bank's chatbot expansion and quoted bank and supplier executives. It gave query volume and accuracy claims alongside the newly supported transactions.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026