With adoption of artificial intelligence driven applications becoming the new norm in various sectors, Tata Capital, the financial services division of the Tata Group, has announced the integration of a generative artificial intelligence (AI) within their chatbot, ‘TIA'. This move signifies a prominent step in leveraging emerging technologies sucha as OpenAI's ChatGPT to bolster customer engagement.

‘TIA' was originally introduced by Tata Capital in 2019 to provide customers with an intuitive voice-based solution for resolving loan-related inquiries such as eligibility and process details. TIA employed speech recognition technology, natural language understanding, and text-to-speech technology. Now, the financial giant has fused the capabilities of OpenAI's ChatGPT with TIA, aiming to deliver a more fluid conversational experience, as well as providing contextual assistance to customers for all service requests.

This new integration is expected to significantly enhance TIA's capacity to understand and respond to customer queries, delivering high-quality content and personalised responses. Alongside providing on-demand support, the chatbot will now be available on both the mobile app and the company's website, said the company.

Another significant feature added through the generative AI integration is TIA's ability to respond to customer queries instantly in Hindi and Hinglish. This addition is likely to expand TIA's appeal, allowing it to connect with a wider audience.

“Generative AI has the power to transform roles and boost performance across domains,” Abonty Banerjee, Chief Digital Officer, Tata Capital said. He expressed delight over the launch of the enhanced version of their service bot, stating the company's confidence that customers will appreciate the empowerment this technology brings, enabling more effective self-service.

“We believe that generative AI has the power to transform roles and boost performance across domains. We are delighted to announce the launch of a new version of our service bot, TIA, which is integrated with the capabilities of ChatGPT. We are confident that customers will love the empowerment this technology brings, which will enable them to self-serve far more effectively,” Banerjee said.