The document outlines the various features and functions of a chatbot designed for DCB Bank's customer and employee interactions. Key functionalities include 24/7 availability, personalized financial advice, voice-enabled services, and integration with banking operations to enhance user experience. Additionally, it discusses pilot testing and continuous improvement strategies, as well as suggestions for digital services tailored to customer needs.

1. Chatbot a 24/7 Virtual Assistant for DCB banks Customer and
Employee
1st
slide- what is chat bot
A chatbot is a digital application designed to mimic
human conversation with users. The following are key
aspects of chatbots:
1. Automated Interaction: Chatbots facilitate
communication with users through text or voice,
addressing inquiries and delivering information.
2. 24/7 Availability: They function continuously,
enabling customers to receive assistance at any
hour.
3. Enhanced Customer Experience: By providing
immediate support, chatbots enhance customer
satisfaction and engagement levels.
4. Data Collection: Chatbots can collect user
information, assisting businesses in comprehending
customer needs and preferences.
5. Instant Responses: Chatbots deliver prompt
answers to frequently asked questions, minimizing
user wait times.
6. User-Friendly: Chatbot can use natural language
processing to interpret and respond in a
conversational manner.

2. 2nd
-functions and features
Chatbots in banking can serve various functions and features,
including:
1. AI assistant : Recommending customized savings plans,
based on the customer’s spending and saving habits, or
suggest a home loan plan that matches their budget or
answer question like loan eligibility, interest rates
2. Personalized Dashboard: Provide customers with a easy-
to-understand digital dashboard that shows their
current financial status, ongoing transactions, upcoming
bills or expenses. Utilize this dashboard to
recommend automated savings strategies, fixed
deposit alternatives, or supplementary products
such as credit cards, based on their usage pattern.

3. 3. Regional language support : Provide dedicated, easily
accessible service to customer with local language
support for addressing concerns quickly
4. Voice-Enabled Services: Considering that
numerous users in tier 2 to tier 6 citie areas may
possess limited literacy skills, it is essential to
provide voice-based assistant
5. Escalation to Human Agents: For complex issues the
chatbot can escalate to human customer service
especially for sensitive requests ( e.g such as account
numbers of other person, passwords, debit and
credit card no of users , phone number of user,etc)
Testing and Feedback
Pilot Testing: Run a trial version of the chatbot in
select cities to collect feedback on performance,
usability, and user satisfaction Analyze the most
common user questions, issues, and pain points.
Continuous Improvement: Use feedback to improve
chatbot's functionality, precision, and overall user
experience . Update the bot based on changes in
banking policies, products, or customer preferences
network connectivity : enhance the chatbot to work
efficiently on 2G/3G networks, which are still common
in smaller cities. Compress data and limit heavy
multimedia usage.

4. other suggestions
1. Digital locker : It can help bank as well as customer
to store important documents like loan
agreements, identification without the risk of loss
or damage
2. Interactive Calculators: Provide simple calculators
(like FD maturity calculators, loan eligibility
calculators, EMI calculators) on the app or website
to help users better understand the impact of their
financial decisions
3. Kids accounts – usually in urban areas parents want
to save for their kids future,so they can open
savings account in kids name. Functionally will be in
hands of parents till a certain age -group (up to 17-
18 age of yrs.) Afterwards it will automatically
turns into normal account
4. Personalized services for senior citizens for various
activities( e.g. in urban areas senior citizens find
difficult to travel to the branches so they can book
a appointment for personal assistant to visit them
using chat bot for services like depositing amount ,
kyc , opening and closure of account)
5. Let Customer access
current accounts, savings accounts, fixed deposits,
and home loans seamlessly in one Place (one digital
platform). So that Customers can view all their
financial products in one place, making it easier to
track balances, transactions, and due dates.

5. 6. Loyalty Rewards Program:
Points-Based System: Develop a loyalty program
where customers earn points based on their
banking activity (e.g., number of transactions,
deposits, loan repayments). These points can be
redeemed for cashback, fee waivers, or discounts
on loan processing charges or home loan EMIs
 Milestone Rewards: Celebrate customer milestones
(e.g., one year with the bank, opening a second account,
or achieving a savings goal) with personalized
congratulatory messages and rewards ( like no annual
card charge for that particular year )
7. . Customer Feedback and Engagement
 Regular Surveys and Feedback Loops: Periodically
collect feedback through the app, SMS, or phone
surveys to understand customer needs and identify
areas for improvement. Use this data to offer
personalized solutions or develop new products
according customers demand
8. Refer & Earn Programs: Encourage existing customers
to refer friends and family for opening accounts,
applying for fixed deposits, or home loans. Offer
incentives such as cash rewards, discounts on loan
processing fees, or special interest rates for both the
referrer and the referee.