SBI Working to Strengthen Customer Communication Through Local Languages, Supported by AI Tools
Public sector banking giant State Bank of India (SBI) is developing a new framework to help its employees communicate more effectively with customers in regional languages, recognizing the importance of local connectivity in strengthening banking relationships. The bank believes that artificial intelligence (AI) tools can play a key role in accelerating language learning and enhancing employee engagement.
Speaking at a CEO panel discussion during the 12th SBI Banking and Economics Conclave, which began on Thursday, SBI Chairman C.S. Setty revealed that the bank is already taking steps toward this goal.
“We have launched a programme called Spark, a platform that is not only designed for knowledge enhancement but also for building practical skills, including language learning,” Setty explained in response to a question.
Earlier in the day, Finance Minister Nirmala Sitharaman, in her inaugural address, urged public sector banks to deepen customer relationships by ensuring that staff across all branches can communicate in the local language.
Acknowledging the complexity of such an initiative in an organisation as large as SBI, Setty noted:
“We recruit from diverse regions across the country, and employees come with different language backgrounds. AI tools can really help ease that transition and support faster learning.”
He also emphasized the importance of change management when introducing new technology, especially when it affects employees directly.
“It’s not just about rolling out technology. We prepare employees with the right skills and mindset so they can adapt to the new environment,” he said.
Setty added that SBI is focused on equipping employees to use digital tools efficiently, enabling them to improve productivity while staying customer-centric.