HDFC EVA CHATBOT: A CASE STUDY ON ITS POTENTIAL TO REPLACE HUMAN CUSTOMER SUPPORT

Suresh Nagda; Anurag Mehta

doi:10.62737/z96kj587

Authors

Suresh Nagda paher university udaipur Author
Dr. Anurag Mehta Author

DOI:

https://doi.org/10.62737/z96kj587

Keywords:

Chatbots , Artificial Intelligence ,Eva , Hdfc Bank

Abstract

Chatbots have been widely adopted by various sectors, and the banking sector is one of them. In the banking sector, efforts are continuously being made to improve chatbots. This study aims to examine the effectiveness, limitations, and capabilities of chatbots, and to observe whether chatbots can fully answer all the questions that human representatives can. An exploratory research method has been employed in this study. The methodology involves asking the chatbot 20 different types of questions, including general queries, basic information, and some complex questions. The results show that while the chatbot can answer general questions, it struggles with complex ones and is unable to provide responses like other chatbots such as ChatGPT, Meta AI, or Gemini, which can offer more precise answers to specific questions. This indicates that there is still significant room for improvement. The biggest improvement needed in banking chatbots is ensuring that the response is relevant and tailored to the user's question, so that the user's time can be saved. Despite these limitations, the HDFC EVA chatbot has proven to be beneficial for customers in several aspects of banking service.

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