ICICI Prudential Life Launches AI

ICICI Prudential Life Launches AI-powered voice chatbot on Google Assistant

·         Simple voice commands for conducting self-service transactions – 'OK Google, I want to speak to ICICI Prudential Life LiGo' or 'May I talk to ICICI Prudential Life LiGo'

·         Provides an easy to use and convenient service touch-point for customers

·         Further strengthens digital platform – additional layer of convenience for customers

·         About 3.5 lakh voice chats per month conducted on Chatbot LiGo

ICICI Prudential Life Insurance has introduced its customer service chatbot 'LiGo' on 'Google Assistant'. This would enable the Company's policyholders to have their queries addressed by simple voice commands such as "Ok Google, I want to speak to ICICI Prudential Life LiGo" or "May I talk to ICICI Prudential Life LiGo".

Expanding its innovation quotient by leveraging digital technologies such as Artificial Intelligence (AI) the Company has added another layer of convenience for its customers. Extending LiGo functionalities to Google Assistant is part of the Company's strategy to be present on platforms preferred by customers and to offer them an immersive experience.

Customers can instantly access information on their policies by activating 'Google Assistant' on their Android smartphones and speaking out their policy number or registered phone number. It is as simple as asking Google for directions or traffic.

In this ever-evolving digital world where speed, efficiency and convenience are continually being enhanced, there has been rapid adoption of AI-powered voice assistants by individuals owing to personalized, and immediate experiences being provided. Available in ‘Indian English’ and with support for nine Indian languages, Google Assistant enables people to have a conversation with Google, and get things done in their world in a natural and personalized way.

Mr. N S Kannan, Managing Director & CEO, ICICI Prudential Life Insurance said, "At ICICI Prudential Life, all our innovations hinge around customer-centricity. Sometime back we embarked on our hyper-personalization journey built on the pillars of 3 Vs – Video, Voice and Vernacular. Catering to the evolving needs of our customers, we have enabled our customer service voice bot LiGo on 'Google Assistant', making it accessible on all platforms and devices it is available on. Accessing policy information based on voice commands provides unmatched convenience and instant gratification. With the addition of this digital enabler, there will be a transformation in the way customers interact with the Company. We will continue to innovate to further empower our customers”

By leveraging new-age technologies the Company has introduced a bouquet of digital enablers to address every requirement of a customer during the policy lifecycle – from on-boarding to servicing the needs of the customers. For instance, customers can use the Company’s digital enablers to transact online and each of the digital enablers, i.e. WhatsApp, the Company website, mobile app and Chatbot LiGo are almost equivalent to a virtual branch. On Chatbot LiGo about 3.5 lakh voice chats per month are conducted. Customers can leverage any of these digital enablers to perform an assortment of transactions.

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ICICI Bank launches voice banking services on

ICICI Bank launches voice banking services on Amazon Alexa and Google Assistant

·         The facility enables customers to undertake a host of banking requirements with just a simple voice command

·         Customers can check savings account balance, credit card details and ask queries about the Bank’s products and services

·         The service is available instantly 24x7, without any branch visit

Chennai: ICICI Bank today announced that it has integrated its AI powered multi-channel chatbot, ‘iPal’, with the world’s two most popular voice assistant apps--Amazon Alexa and Google Assistant-- to enable its retail banking customers to undertake an array of banking services with just a simple voice command. This novel facility offers customers yet another way to connect with their Bank from home at a time when they are advised to stay indoors in the wake of the nationwide lockdown.

The launch of voice banking facility comes close on the heels of new digital initiatives undertaken by the Bank namely, chat based banking services on WhatsApp and ‘ICICIStack’, a set of digital banking and APIs (Application Programme Interface), to ensure uninterrupted banking experience to customers—both retail and business. ‘ICICIStack’ offers nearly 500 services that covers almost all banking requirements of customers such as digital account opening, loan solutions, payment solutions, investments and care solutions.

To get the benefit of the voice banking offering, customers need to download the Alexa / Google Assistant and link their ICICI Bank account through a secure two factor authentication process. They can then simply speak out their query to Alexa / Google Assistant enabled devices to check their savings account balance and credit card details including due date, due amount and last five transactions. For example, the customer can ask “Alexa, what is my account balance?”. Then, the Bank sends the information privately and securely via an SMS to the customer’s mobile number registered with the Bank.

Additionally, they can ask queries related to the Bank’s products and services, which ‘iPal’ will read out aloud through the Alexa / Google Assistant enabled devices. 

Speaking on the initiative, Mr. Anup Bagchi, Executive Director, ICICI Bank said, “It has always been our endeavour to offer improved digital convenience to our customers. Recently, we had rolled out ‘ICICIStack’, the most comprehensive digital platform in the country by a bank, and Whatsapp banking to facilitate crores of customers to continue all their banking, digitally and from a remote location, without visiting a bank branch.

Now, we have introduced voice banking on two of the most popular voice assistants in the world. Our retail customers can execute a host of their banking requirements from their home securely and 24x7, without visiting a branch. With the growing comfort of customers in using digital assistants like Alexa / Google Assistant in every-day life, we believe that this would add immense convenience to our customers, as it allows them to get speedy and personalised banking experience whenever they need it.”

Quick steps to instantly start voice banking on Alexa / Google Assistant enabled devices or mobile apps on a smartphone: 

·         Download Alexa / Google Assistant app and link ICICI Bank account: Customers need to simply link their savings account securely using two – factor authentication with the digital assistants.

§  Open the Alexa / Google Home app

§  In Alexa, go to Skills & Games > Your skills > ICICI Bank iPal > settings > Link Account. In Google Home go to Explore in Google Assistant app >Search for action ICICI Bank iPal > Link

§  Customer will be redirected to chatbot.icicibank.com

§  He/she will have to enter mobile number registered with the Bank for OTP verification

§  Set up a 6 digit MPIN (to be used for verification during transactions)

§  Complete the debit card grid authentication

·         Ask queries: Customers can now ask queries by simply saying, “Alexa, tell me my credit card due amount?” or “What is my account balance?”. Following this, an SMS will be sent to the registered mobile number of the customer with the response to their voice commands. Customers can also ask product and service-related queries. 

To know more, visit: http://www.icicibank.com/ipal

Watch a video on voice banking on Amazon Alexa: https://youtu.be/A0BH21lWbKI

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