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IndusAssist: Award-winning conversational banking by Induslnd Bank
In partnership with Gupshup & Alexa-Amazon Indusland Bank launched conversational banking and won the Finacle Client Innovation Award
Reimagining the customer journey by making banking naturally conversational
10X
$500K
57%
Conversational banking that speaks your language, anytime, anywhere
About the Brand
IndusInd Bank
IndusInd Bank is a leading private sector bank in India, established in 1994 and headquartered in Mumbai. It offers a wide range of financial products and services to individuals, corporates, and government entities, including retail banking, corporate banking, treasury operations, and wealth management. The bank has a strong presence across the country with a growing network of branches and ATMs, and is known for leveraging technology to enhance customer experience. IndusInd Bank is listed on both the BSE and NSE and is regulated by the Reserve Bank of India.
The Brand’s Challenge
Despite being a leading private sector bank with a strong national presence and a comprehensive suite of financial products, IndusInd Bank faced challenges in further enhancing customer convenience and accessibility. While the bank had already invested in digital platforms and mobile apps, it recognized a growing need to simplify banking interactions, especially for customers seeking quicker, more intuitive service options.
With increasing consumer demand for hands-free, on-the-go solutions, IndusInd Bank aimed to extend its customer-centric approach by enabling banking services through voice. The challenge lay in integrating this new mode of interaction seamlessly with existing systems while maintaining security, speed, and a high standard of user experience.
The Solution
Virtual digital assistant elevates customer banking experience
To address the need for more intuitive and accessible banking, IndusInd Bank launched IndusAssist, a voice- and chat-enabled virtual assistant developed in partnership with Gupshup and Amazon Alexa.
This innovative solution empowers customers to perform a wide range of banking tasks using simple voice commands from the comfort of their home. With IndusAssist, users can check account balances, review transaction history, recharge services, transfer funds, make credit card payments, repay loans, and more—hands-free and seamlessly. By integrating voice technology into its service offerings, IndusInd Bank delivered a smarter, more convenient banking experience aligned with the evolving needs of today’s digital-first customers.
The Success
IndusInd leverages voice and AI to deliver delightful customer experience
IndusAssist revolutionized the customer banking experience by offering personalized, on-the-go voice and chat-based services, making it easier than ever for users to manage their finances anytime, anywhere.
This innovative approach to hands-free banking not only enhanced customer convenience but also reinforced IndusInd Bank’s commitment to digital excellence.
In recognition of this transformative initiative, IndusAssist was honored with the Finacle Client Innovation Award for its pioneering implementation of Alexa Banking and chatbot solutions.
Use Case Summary
Solution
Conversational Commerce
and Support
Channel
Omnichannel
Industry
BFSI
