International Research Journal of Engineering and Technology (IRJET)
e-ISSN: 2395-0056
Volume: 11 Issue: 04 | Apr 2024
p-ISSN: 2395-0072
www.irjet.net
Multilingual Voice-Powered Banking Chatbot: Bridging Gaps for Inclusive and Seamless Customer Interaction Aniket Acharya1, Anoushka Gupta2, Vijeth A P J3, Vikas C4 1B.Tech student, Dept of Computer Science Engineering, PES University, Karnataka, India 2B.Tech student, Dept of Computer Science Engineering, PES University, Karnataka, India 3B.Tech student, Dept of Computer Science Engineering, PES University, Karnataka, India
4B.Tech student, Dept of Computer Science Engineering, PES University, Karnataka, India
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Abstract - In today’s consistently changing banking
Therefore, creating an intelligent bank chatbot that meets users’ fast changing needs especially in a more digitalized and diverse landscape is becoming imperative.
sector, the integration of cutting-edge technologies as a solution to diverse user requirements is necessary. This paper addresses the problem of improving conversational banking interfaces through multilingual voice interactions so as to realize a seamless and hands-free banking experience. Furthermore, using advanced Natural Language Processing (NLP) models such as BERT, RoBERTa and GPT and innovative techniques like Optical Character Recognition (OCR), we give a holistic approach to a banking chatbot solution. Our model includes intent recognition, entity recognition, and contextual understanding for supporting multiple language conversations with customers in everyday bank transactions automation. Robust experimentation and evaluation illustrate how our chatbot can accurately understand user requests, extract relevant information as well as offer contextually-based responses. Finally user tests validate its efficacy in real-life situations too. These findings will help improve conversational AI tools in banking services leading to better customer support, higher efficiency and greater inclusion in the financial institutions.
1.1 Problem Statement Typically, traditional banking processes require customers visiting branches physically, waiting in queues or talking to tellers for simple transactions or help. This is problematic notably for individuals with difficulties accessing physical banks mainly because they may be old or disabled among other reasons. Moreover, the increasing demand for efficient and convenient banking services necessitates the adoption of innovative solutions to streamline these processes and improve overall user satisfaction. In addition, the growing need for effective and user-friendly financial services means that new methods should be established to ensure banking is efficient and provides customer delight. This includes artificial intelligence-based systems using text or speech to interact with users for the purpose of accomplishing some basic functions [1].
1.2 Background
Key Words: Banking, Automation, AIML, NLP, Speechto-Speech Capability, Multilingual Support, Chatbot
In the past few years, there have been many improvements in NLP and AI technologies that have made it possible to build chatbots capable of live interpretation and response. The concept of a chatbot is not a recent one. ELIZA was created by Joseph Weisenbaum at MIT in the 1960’s, which is a NLP program using a pattern-matching technique [2]. Goal oriented chatbots have gotten very popular in the field of NLP. The domains explored range from transcripts of a television show to web/chat room transcripts [5].
1.INTRODUCTION In the banking industry, it is necessary to blend cuttingedge technology with user-friendly interfaces in order to enhance customer engagement and streamline financial activities during this era of rapid advancement. “Banks have been pressed by the rise of Artificial Intelligence (AI) into developing AI based applications for fostering deeper customer relationships” [1]. This article examines how advanced technologies can be harnessed in order to meet the changing needs of users seeking inclusive, multilingual banking services.
However, first-time users find it difficult to understand the various procedures for using the bank’s services. While banks provide web-sites,mobile applications, and facilities like internet banking and mobile banking, these sources can be overwhelming for users who are not well-versed with technology or in cases where information is scattered and difficult to find [10]. This is the point when agents known as chatbots found a wide usage across different areas such as customer service in healthcare and finance.
One of the key issues addressed by this research concerns improving conversational banking interfaces through incorporation of multilingual voice-based interactions so as to achieve a near hands-free banking experience.
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