MUMBAI, India, July 11 -- Intellectual Property India has published a patent application (202521059501 A) filed by Dr. Trupti Mandar Joshi; and Prof. Dr. Elizabeth Mathews, Pune, Maharashtra, on June 20, for 'awareness, utilization and satisfaction of customers about artificial intelligence (ai) chatbots in banks and strategies for customer relationship management.'
Inventor(s) include Dr. Trupti Mandar Joshi; and Prof. Dr. Elizabeth Mathews.
The application for the patent was published on July 11, under issue no. 28/2025.
According to the abstract released by the Intellectual Property India: "The proposed invention relates to an AI driven chatbot system designed for deployment in the banking sector to enhance customer relationship management (CRM) and employee performance. This system leverages artificial intelligence and natural language processing to provide automated, real time customer support, while also streamlining employee workflows. The invention incorporates a dual perspective evaluation framework that measures awareness, utilization, and satisfaction levels among both customers and bank employees. Through comprehensive data collection and statistical analysis including correlation, Wilcoxon tests, and structural equation modeling the system demonstrates significant improvements in service quality, operational efficiency, and digital adoption, particularly in the post COVID 19 context. It further highlights demographic influences on chatbot awareness and usage patterns, allowing for targeted service optimization. By integrating behavioral insights and performance metrics, the invention offers a robust model for intelligent automation in banking services, ensuring higher user satisfaction, cost efficiency, and scalable digital transformation aligned with evolving customer expectations and institutional goals."
Disclaimer: Curated by HT Syndication.
