HDFC Bank's OnChat, the Facebook Messenger chatbot created in partnership with Niki.ai, has recorded a 160 per cent month-on-month growth in transactions since its launch in December 2016.
HDFC Bank’s OnChat, the Facebook Messenger chatbot created in partnership with Niki.ai, has recorded a 160 per cent month-on-month growth in transactions since its launch in December 2016. The chatbot is the Bank’s maiden foray into conversational banking and since the launch, HDFC Bank OnChat has witnessed an exponential growth in the number of users garnering over 2.4 Mn messages. Number of repeat users, close to 34 per cent, further bolsters the confidence in conversational banking, a statement by HDFC Bank and Niki.ai, which provides a simple and easy to use chat interface to shop for numerous products and services, said. The Messenger chatbot also opened up yet another channel for customer acquisition, with nearly 25 per cent of OnChat users being non-HDFC Bank customers, it said.
Customers are using the bot to transact and use services that the chat bot offers, which highlights the adoption of a new way and platform to shop online – by simply chatting with the bot. Using HDFC Bank’s OnChat on Facebook, one can transact for utility Services like bill payments and mobile recharges travel services like cab and bus bookings and entertainment services like Movie Bookings, among others. The bot built by Niki.ai, HDFC Bank OnChat, is also India’s first bot to be able to send personalised communication like bill payment reminders and notifications to the customers as allowed by Facebook, it said.