New Delhi: Bank of Baroda (BoB) has launched bob SAMVAD, an industry-first AI-powered multilingual conversational platform, aimed at revolutionizing customer interactions at branch counters. The platform was formally launched in Mumbai by Mr. M Nagaraju, Secretary of the Department of Financial Services.
AI-Driven Multilingual Communication Across 22 Languages
The bob SAMVAD platform enables real-time, two-way communication between customers and branch staff in 22 languages, eliminating language barriers in banking transactions. Customers can speak or type queries in their preferred language, which the system instantly translates for staff. Staff responses are similarly translated back to the customer.
Key features include:
- Text and optional voice interaction for accessibility
- Contextual accuracy and natural fluency in translations
- Low latency real-time communication for seamless service
This initiative ensures that even elderly and rural customers can communicate comfortably, improving financial inclusion and overall customer satisfaction.
Read also: Bank of Baroda Wins Gold at SKOCH Summit 2026 for “bob E Pay – UPI Global Connect”
In-House Development Driving Inclusive Banking
Bank of Baroda developed bob SAMVAD internally without external vendors, combining AI technology with customer-centric design. According to Dr. Debadatta Chand, MD and CEO of BoB, the platform reflects the bank’s commitment to creating inclusive branch experiences and making banking accessible to linguistically diverse populations.
DFS Secretary Mr. M Nagaraju called the launch a major step toward inclusive banking, highlighting its potential to set a new benchmark for customer service in the Indian banking sector.
Impact on Branch Operations and Customer Service
The initial rollout covers 250 branches across Tamil Nadu, Karnataka, Telangana, Andhra Pradesh, and Maharashtra—states with diverse linguistic populations. Benefits include:
- Faster customer service without language constraints
- Reduced errors and misunderstandings in transactions
- Improved efficiency for branch staff
The bank plans to expand bob SAMVAD to all branches in phased deployments based on feedback from the first 250 branches. The platform is expected to serve as a model for other Indian banks seeking technology-driven financial inclusion solutions.
About Bank of Baroda
Bank of Baroda (BoB) is one of India’s largest public sector banks, offering retail, corporate, and international banking services. The bank is committed to leveraging technology and innovation to enhance customer experience, promote financial inclusion, and drive operational efficiency across its branch network.
