In a move to make banking more inclusive, Bank of Baroda has launched Indian Sign Language (ISL) support through video calls at its Contact Centre.
The new service allows customers with hearing or speech impairments to access banking assistance with the help of specially trained ISL interpreters. These interpreters provide real-time support through video interaction.
According to the bank, the ISL feature is available across 5 major customer touchpoints. These include the website, mobile banking app, WhatsApp Banking, Phygital Branches, and ADI, the GenAI-powered chatbot.
Customers using the video call option can choose between ‘Video Call with Voice’ and ‘Video Call with Sign Language.’ When the sign language option is selected, the call is directed to a trained customer service representative for assistance.
The service will be available from 09:00 AM to 06:00 PM. It will cover non-financial banking services, support for digital banking products, general queries, and help with product enquiries and service requests.
Debadatta Chand said, “This initiative enables customers with hearing or speech impairments to manage their banking needs independently, with dignity and ease, while setting a new benchmark in the industry.”
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