Case Study: Axis Bank achieves 40X user growth with Gupshup’s AI chatbot

Axis Bank’s AI-powered bot Aha! handled 20M queries with 97% accuracy

Axis Bank, a leading private sector bank in India, needed a scalable way to deliver round-the-clock, personalized customer support across millions of digital interactions. Its traditional support model was resource-heavy and struggled to keep up with growing routine queries such as balance checks, bill payments, and card management. To address this, Axis Bank worked with Gupshup on an AI-powered conversational banking solution.

Gupshup helped Axis Bank launch the Aha! chatbot, an omnichannel conversational AI tool that handles tasks like fund transfers, card blocking, cheque book orders, loan applications, and more. The solution processed over 20 million customer queries with 97% accuracy, drove 40X user growth, and increased transaction volumes by 50X, while also reducing support costs and improving security and customer satisfaction.

Axis Bank