Case Study: YES Bank achieves faster, AI-powered customer service with Microsoft Corporation Azure Cognitive Services

YES BANK says ‘Yes’ to futuristic customer experiences with Microsoft Azure Cognitive Services

YES BANK, one of India’s leading banks with more than 1,150 branches, was looking to improve helpdesk efficiency and customer experience as repetitive queries and rising fintech competition strained its support teams. The bank needed a faster, more scalable way to handle customer questions and banking transactions, and turned to Microsoft Corporation’s Azure Cognitive Services for its AI-enabled chatbot initiative.

Microsoft Corporation helped YES BANK build YES Robot, a 24/7 virtual banking assistant with NLP and machine learning capabilities that supports 25+ transactions and over 65 banking products. The solution now handles more than half a million interactions each month with over 90% accuracy, reduced pressure on customer service teams, and contributed to a 30% quarter-on-quarter increase in transaction volume.

Yes Bank

Anup Purohit

Chief Information Officer