Case Study: Kotak Mahindra Bank handles 3.5M monthly queries with 93% AI accuracy using Gupshup

Kotak Mahindra Bank handles over 3.5 Mn queries per month with 93% AI accuracy

Kotak Mahindra Bank, a leading private sector bank in India, faced challenges in meeting the demand for 24/7 digital customer service and needed to reduce operational costs. To address this, the bank partnered with vendor Gupshup to implement an AI-driven solution using its Conversational AI engine.

Powered by Gupshup, the bank launched the Keya chatbot to handle service requests and customer queries across its digital channels. The solution successfully handles over 3.5 million queries per month with 93% AI accuracy, managing more than 1 million service requests monthly and significantly improving customer service efficiency.

Kotak Mahindra Bank

Deepak Sharma

Chief Digital Officer