Did you know that out of the total expense set aside, chatbots make up only 25% of the total on simple customer service-related tasks? In comparison, a staggering 56% of the total expense is spent on fraud and cyber security, compliance, and risk management. Bet, this came as a shock, right? Well, I have got you covered. But, before we proceed any further, we can take it easy and start with the simplest of the topics. What are banking chatbots?
So basically, banking chatbots are AI-powered virtual assistants that help customers deal with their innumerable yet relevant queries related to their bank accounts, their transaction history, their upcoming bills, and much other crucial information. This does not end here. Apart from the above-mentioned tasks, chatbots are primarily responsible for several technical tasks, such as fraud detection, seamless integration with the existing domain, automating tasks, and collecting customer data, among many more.
This blog has been particularly articulated for readers like you who want to explore the intricacies and nuances of the world of banking chatbots. Every topic that is discussed has been thoroughly researched across various banking websites, research papers, and other reliable sources. This blog will showcase the top 10 banks that have implemented chatbots, the list of top chatbot platforms that you can refer to if you plan to build your chatbots in the near future, and all other associated yet relevant topics that might eventually help you in the long run.
Note: Previously, building a chatbot was a tough process and took a lot of time and manual labor. But today, with the advancement of technology, building a chatbot is a piece of cake. You think of it, and you are done. The data and facts that have been added to the blog range from more than a decade; that's because we wanted you to know the A-Z process of building a chatbot.
List of the top 10 banks that implemented chatbots
- Capital One Bank
- Bank of America
- JP Morgan Chase
- HSBC
- Commonwealth Bank
- HDFC Bank
- Royal Bank of Canada
- Ally Bank
- American Express
- Wells Fargo
List of top banking chatbots at a glance
Top 10 banking chatbot examples 2025
Now that you are aware of all the top 10 international banks that have implemented chatbots, I will help you go through the details of each chatbot. I will discuss what the main features are when each of the chatbots was first launched and how it helps the customers and employees of the designated banks.
1. Capital One Bank
Eno, the virtual chatbot of Capital One Bank, was launched in March 2017. One of the most excellent features of the Eno chatbot is that it offers a virtual card number during online shopping. Apart from this, like any other banking chatbot, Eno too offers its users a seamless transition to collating information on their Capital One bank account details, their credit card limits, transferring money, and so on and so forth.
Some of the key features of Eno, the chatbot, are as follows:
- Eno checks account balance and transaction history and reminds customers to pay their online bills.
- It also helps analyze the expenditure graph and alerts customers when they are spending beyond their limit.
- The most crucial feature of the Eno chatbot is that it alerts users of any possible fraudulent activities and instantly shuts down operations on a temporary basis.
Did you know? Eno is a gender-neutral app and identifies itself as ‘binary.’. As per an article published in Reuters, the vice president of Capital One Bank once said how each and every banking chatbot had a female name and was given a female status, leading to drawing a lot of flack and criticism. It was for this reason that the Eno was made as a purposeful decision to stop gender identifying and make an easy conversation.
2. Bank of America
Launched in June 2018, the AI-powered virtual assistant of Bank of America is termed Erica. To date, Erica has interacted with almost 2 million customers and has helped approximately 42 million customers approximately. The primary aim of launching Erica, the chatbot, was to help customers manage their finances through several features such as transaction history, balance inquiry, and bill payments.
Some of the key features offered by Erica are listed below for your reference.
- Allows customers to view their account balance, make monetary transactions, bill payment reminders and other crucial tasks.
- It alerts users of potential recurring expenditures or overspending beyond the credit limit.
- Offers suggestions and advice to their users based on their account details and monetary bracket.
Did you know? As per a study by AimResearch, Erica helped Bank of America spike their earnings by 19%. Since its inception, Erica has driven customer engagement to a staggering 1.5 million per day.
3. JP Morgan Chase
Launched in the year 2024, the AI chatbot launched by JP Morgan Chase, LLM Suite, apparently claims to do the work of a research analyst, as per a report by Reuters. As per the statement of the company president, Daniel Pinto, the implementation of the LLM Suite chatbot will help 60,000 developers and 80,000 call center employees.
Some of the key features offered by the LLM Suite chatbots are as follows:
- One of the standout features of the LLM Suite chatbot is its ability to write reports, emails, and other forms of communication by refining the overall content.
- The LLM Suite chatbot also helps its employees ideate new tasks and facilities and is an active brain-storming AI kit.
- Its feature of reading the crux of a lengthy document and summarizing it makes the LLM Suite chatbot one of a kind for all the employees of JP Morgan Chase.
Did you know? According to President Daniel Pinto, JPMorgan presently generates between $1 billion and $1.5 billion in value from AI technologies. This substantial financial impact emphasizes how crucial AI is to improving the bank's operations and preserving its competitive advantage.
4. HSBC
The HSBC chatbot, known as Amy, was launched in the year February 2017. The primary job of the HSBC chatbot, Amy, is to share details with users about their account balance and share transaction details. Amy also helps its users by answering customer queries regarding money transfers and optimizing security with minimal human intervention. However, what stands out of all the features of the HSBC bank chatbot Amy is its multilingual facility, which allows it to respond in English as well as traditional and simplified Chinese languages.
Some of the key features of the HSBC banking chatbot are as follows:
- The HSBC bank chatbot, Amy, can be availed 24/7 throughout the year from across any part of the globe.
- Customers receive prompt replies to their queries.
- Share product information along with user account information.
- Users can apply for loans directly from the chatbot, and the chatbot can be accessed from mobile phones by downloading the HSBC banking app.
Did you know? As per a study by The Financial Brand, Amy, the HSBC chatbot, will be able to learn and strengthen her expertise through an integrated customer feedback process. This will eventually lead her to manage more crucial and complex queries.
Commonwealth Bank
The Commonwealth Bank chatbot, CEBA, was launched on January 19, 2018. CEBA manages 97% of the customer conversations end-to-end, which includes questions related to account balance, provides its users with a cashless payment option, and helps them seek advice on financial investments. CEBA, the Commonwealth Bank chatbot, can process as many as 550,000 queries per month.
Some of the key features of the CEBA chatbot are as follows:
- CEBA promotes laws and rules that facilitate the acquisition of clean energy and the growth of the market.
- It offers educational guidance about the procurement procedure for clean energy.
- CEBA provides access to unique resources and solutions through a membership program with multiple tiers.
Did you know? What are some of the most common queries that were asked of CEBA? As per a study released by the Commonwealth Bank, the list of most frequently asked questions is as follows:
- Can I have a copy of my statement?
- I want to open a new account?
- What is my credit card limit?
- I want to activate my new card?
- I’d like to pay my bill?
HDFC Bank
The HDFC Bank chatbot, termed EVA, was launched on March 1, 2017. The major purpose of creating the HDFC Bank chatbot EVA, was to deal with customer queries and help them with possible resolutions. EVA can respond to millions of queries across multiple channels simultaneously. One of the most interesting features of EVA is that it tends to jungle its way upward by gradually reading queries and understanding customer interactions.
Some of the key features of the HDFC Bank chatbot are as follows:
- EVA can be accessed by customers 24/7 throughout the year, and customers can directly use EVA through its own website or other platforms such as Google Assistant.
- EVA uses NLP and Machine Learning to understand queries from customers related to their bank accounts.
- Other major tasks done by EVA include finding bank branches, opening savings accounts, and applying for loans and credit cards as per their eligibility.
Did you know? As per a report by the Economic Times, since its inception in 2017, EVA has so far interacted with over 530,000 customers, resorting to their 1.2 million conversations and addressing more than 2.7 million queries.
Royal Bank of Canada
NOMI, the chatbot for the Royal Bank of Canada, was launched in the year 2017. NOMI helps its customers maintain their budgets and keeps an eye on daily transactions. If a customer is found overspending, NOMI sends alert messages, keeping them aware of the funds available in their accounts. One of the most striking features of NOMI is that it can forecast a weekly expenditure pattern depending on the amount saved in your account.
Some of the other key features of the NOMI chatbot are as follows:
- Analyze monthly cash flow and check monetary transactions.
- Find a way to save money by using predictive analysis technology.
- It updates its customers on their available cash in the account and ways to spend it without overdoing the same.
Did you know? As per a report by Celent, customers initially, after fulfilling their daily financial requirements, did not save enough for an emergency fund. So much so that the household savings rate was around 4%; this was a very common case in Canada as well as the USA. However, with NOMI’s save and find option, this number has significantly gone up in the last few years.
Ally Bank
Launched in the year 2015, the Ally Assist chatbot functions within the Ally Bank, and it can be accessed through voice and text messages. Through machine learning, Ally Assist can comprehend what customers are looking for simply by going through their transactions and investment history. One of the most striking features of the Ally Assist chatbot is its ability to anticipate customers' needs by their search intent by using automated intelligence.
Some of the key features of the Ally Assist chatbot of the Ally Bank are as follows:
- Ally Assist makes payments, transfers funds and also helps customers deposit money in their bank accounts.
- If customers request an account summary or their transaction history, Ally Assist provides them with that as well.
- It also advises them of potential future investments that would draw huge returns. Ally Assist actually works like a financial advisor.
Did you know? A report by RetailDive claimed that Ally Bank has introduced a new feature in the Ally Assist chatbot wherein it researches a product, its price, and ratings based on a customer's search intent. Interesting, isn’t it?
American Express
Launched in April 2017, Amex, the chatbot for American Express, serves various functions such as checking account balances, updating customers on payment due dates, making payments on behalf of customers and other crucial tasks. The coolest thing about the Amex chatbot is that you can access it through your Facebook! Wow, right?
Some of the key features of the Amex chatbot are as follows:
- Amex can check its customer’s account balance and simultaneously send push notifications.
- It answers each and every FAQ by using natural language understanding.
- The final key feature of the Amex chatbot is that it hands off customer support to the official bank website.
Did you know? As per a very recent study by DigitalDefynd, American Express has transformed its fraud detection system by leveraging NVIDIA’s cutting-edge upscale solutions. This pattern has identified the subtlest of anomalies and discoordination and helped Amex read through millions of data points, thereby ensuring the avoidance of any potential fraud attacks.
Wells Fargo
Launched in the year 2022, Fargo, the AI assistant of Wells Fargo, performs a list of duties, namely checking account balance and transaction history, advising customers on upcoming bill payments, and so on and so forth. As per Forbes, the services delivered by Fargo are more or less similar to that of Erica, the Bank of America chatbot.
Some of the key features of the Fargo chatbot are as follows:
- Customers can transfer money from one account to another with the help of Fargo.
- Through Fargo, you can update your card settings as well as your bank account.
- Fargo will help you understand the amount of expenditure you can do based on the total cash available in your account.
Did you know? Wells Fargo is only available on the smartphone versions of the Wells Fargo app, and it can answer queries in both English and Spanish.
List of top 5 chatbot platforms
Okay, now that was a long read, right!? And I believe you now have better clarity on what a banking chatbot is and how it is being implemented globally. Now, if we proceed further, it's time we concentrated on the five best banking chatbot platforms that are responsible for building these chatbots. These platforms not only build but also train them so that when they are finally sent to the real world to shoot their questions, these chatbots solve each of them.
So, the top 5 chatbot platforms are:
1. Copilot.Live
2. Indocord
3. Kasisto
4. IBM WatsonX Assistant
5. Haptik
Top 5 chatbot platforms
With the above-mentioned names, we will now discuss the concept and one salient feature of each chatbot platform.
Copilot.Live
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Copilot.Live chatbots allow you to monitor all your financial expenses and help you understand the basics of the banking facilities, from sharing account information with your customers to recommending the correct loans as per their monetary bracket.
- Salient feature: The Copilot.Live chatbots usually manage end-to-end human conversations; however, it can escalate to human intervention as and when required.
Indocord
Indocord, is a multilingual chat and voice bot that can be used across various industries. The Indocord chatbot is specifically suited for the BFSI sector, thereby reaching audiences from a vast demographic. Through Indocord, you can deliver personalized services across multiple languages. This leads to financial inclusion at a larger scale, providing a satisfactory service.
- Salient feature: Supports over 22 languages, thereby working on the sentiment analysis.
Kasisto
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The Kasisto chatbot has been specifically designed for the banking and finance industry. Kasisto delivers hyperpersonalized and data-driven customer service. The seamless integration process, along with its in-depth financial knowledge, makes Kasisto a one-stop destination for all future banking chatbot owners.
- Salient Feature: Kasisto has reduced operational costs over time by automating routine tasks such as balance inquiries, money transfers, and others.
IBM Watsonx Assistant
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IBM Watsonx Assistant is famous for its advanced and integrated NLP and highly customizable features. It has been specifically built for the banking industry to help manage complex yet crucial customer interactions and, most importantly, help in fraud detection.
- Salient Feature: There is an extensive template library for the freshers to start one.
Haptik
Haptik provides an AI-powered chatbot that has been specifically designed for the finance industry. Haptik concentrates on providing human-like conversations for various complex yet crucial issues. Haptik analyzes customer interaction to identify patterns and trends, thereby improving customer service.
- Salient feature: Covers the entire financial journey of a customer, starting from uploading KYC to providing every kind of financial service request.
If you want to read more on top banking chatbot platforms, you can cruise through our other blogs, wherein we have taken up each and every associated topic and discussed every minute detail with relevant example citings for your clarity.
What are the benefits of banking chatbots?
Do you have this question in your mind: what are actually the benefits of banking chatbots? Again, we are here to help you sort out this question as well. No, you don’t need to thank us. We are just happy to help you! Okay, so what really are the benefits of banking chatbots?
Cost Reduction
Did you know, as per the data of the Consumer Financial Protection Bureau, compared to human employees, these digital agents or banking chatbots have, over the years, reduced costs by $8 billion? So here goes the trick. Initially, banks and other financial organizations had to separately employ candidates who would cater to customer queries other than performing their basic bank duties.
However, after incorporating chatbots in their systems, banks have effectively been successful in reducing or, in certain cases, completely pulling out the service, thereby reducing the cost to a considerable extent.
24/7 Digital Support
Do you know what the highlight of these banking chatbots is? They are accessible 24/7. No matter where you are, no matter which part of the globe you reside in, you can access these banking chatbots throughout the day across the whole year. Yes, you will need a steady internet connection for this, but hey, that's the least you can do, right? Being accessible round the clock, banking chatbots are often the first point of interaction between the customers and the bank.
Fraud Detection
Did you know that chatbots can identify fraudulent activities? Banking chatbots read the customer transaction habits and detect any unusual payment structure. They do so by minutely monitoring the spending attributes of the designated customers and keeping an eye on their account transactions. For any transaction that apparently seems to be beyond doubt, the chatbot will immediately inform the concerned account holder and will temporarily.
Word of concern!
In 2023, an estimated $3.1 trillion in illicit funds flowed through the global financial system, while fraud schemes and scams caused forecast losses of $485.6 billion worldwide.
Customer Education
It has been noticed that finance most often isn’t a subject of interest to a lot of people. Especially when people try to understand the same from mobile banking apps. However, through banking chatbots, these ideas are taught and explained in legible and simple languages, making customers understand the crux of it. And guess what? If you educate your loyal customers, it will eventually make your business stand out in the long run.
We can cite an example here.
If your customer asks you, what kind of loan is he/she eligible for? You can help by not only showcasing the list of various loans available but also informing them which loan they are eligible for as per their credit bracket.
Personalized Banking
In the banking industry, every customer is crucial and unique. They have their own way of dealing with things and have their own strategy to make things work. Dealing with each of the customers intricately, getting to know their demands, and providing service accordingly is the first and foremost priority of banking chatbots.
By meeting the simple demands and personalizing the whole interaction, you will not only lead to overall customer satisfaction, but this will eventually lead to their retention and definitely recommendations. If you still have queries on the benefits, challenges, and use of chatbots, you can visit our blog to enlighten yourself on the same.
How do I create a banking chatbot?
Okay, so we have almost reached the conclusion part. You know the last thing that I want you all to know is how to create a banking chatbot. The steps are really simple; just follow them, and voila! You will create for yourself a chatbot.
Steps to create a chatbot:
1. Visit Copilot.Live
First, visit our official website, Copilot.Live and sign up for FREE!
2. Customize your chatbot
Customizing your chatbot gives you the chance to make your chatbot a reflection of your thoughts and ideas. You can customize your chatbot by giving it a friendly tone, or if you want a core business conversation, you can customize your chatbot tone into a professional one.
3. Add data sources
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You have to add your details in this step. It can be used for a personal cause or a professional thing. The choice is yours! Once done, you have to train your chatbot, which means whatever information and data you feed your chatbot will be the future answer it gives to your prospective clients and customers. So, training your chatbot as per your business needs is a crucial juncture in the whole process.
4. Train your chatbot
To train the chatbot, go to the ‘Data Source’ menu on the dashboard and add the data sources that will feed the chatbot with all the information about the university or college. For better training, the conversations get stored in the ‘Inbox’ tab of the menu. Whenever the chatbot has any conversation with the students, it gets stored here. So, you can go through these conversations for analysis, and the chatbot can refer to them for quick answers.
5. Deploy to your website
Once you have created the chatbot, the last and final step is to test the same just to avoid any further goof-ups. Once done, you can deploy the same to your website or the app that you want using multiple methods, such as an integrated platform or an embedded code snippet.
So, that's how you build a chatbot and use it for multiple reasons. With the gradually evolving world, it is high time that we, too, change ourselves and give in to the technology that's paving the way for a bright and easy, effortless future. The question isn’t whether banks and other financial organizations should build chatbots; rather, how can they stay ahead of them in this cutthroat competition? Chatbots are the future of not only the banking industry but several others, and they are here to stay.
