Case Study: State Bank of India Achieves Major Cost Savings and Better CX with Interface

State Bank of India - Customer Case Study

State Bank of India (SBI), one of the world’s largest banks, needed to lower high support costs, improve digital banking adoption, and deliver more personalized customer experiences across its massive customer base. SBI evaluated several AI banking platforms and selected Interface to help address these challenges with an AI-driven conversational banking assistant.

Interface implemented SBI Intelligent Assistant (SIA), a multilingual omnichannel AI platform pre-trained on hundreds of support workflows and integrated across web and mobile channels, with commerce and banking APIs. The solution delivered measurable impact, including 52% support cost savings over six months, 19.8 million queries answered, 783,310 customers served in the last 365 days, and 93% of questions answered successfully, while also helping drive product enquiries and customer acquisition.

State Bank of India

Shiv Kumar Bhasin

Chief Transformation Officer