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AI-enhanced bilingual banking assistant.

Manasbir Singh Bhatia1, Sonia Khetarpaul2

  • 1Shiv Nadar University, Dadri, India.

Scientific Reports
|October 28, 2025
PubMed
Summary

A new bilingual banking assistant improves financial inclusion for non-English speakers. This AI-powered tool offers banking support in English, Hindi, and Hinglish, enhancing accessibility and customer satisfaction while prioritizing user privacy.

Keywords:
Banking servicesBilingual chatbotFinancial inclusionNatural language processing

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Area of Science:

  • Artificial Intelligence
  • Natural Language Processing
  • Financial Technology (FinTech)

Background:

  • Financial literacy and banking access remain significant barriers, particularly in multilingual communities.
  • Non-English speakers encounter challenges with traditional online banking systems.
  • Existing solutions often lack multilingual support and privacy-preserving features.

Purpose of the Study:

  • To develop a privacy-conscious, bilingual banking assistant for English, Hindi, and Hinglish speakers.
  • To enhance accessibility of banking services and financial advice across language barriers.
  • To improve financial inclusion and customer satisfaction in diverse linguistic regions.

Main Methods:

  • Utilized a Mixtral AI model for natural language understanding and query processing.
  • Implemented automatic language detection for English, Hindi, and mixed-language inputs.
  • Integrated Google Translate for real-time translation and supported voice input/output.
  • Developed functionalities for account services, fixed deposits, credit cards, and fund transfers.

Main Results:

  • The banking assistant successfully processed natural language queries in multiple languages, including Hinglish.
  • Usability tests involving 50 participants and 100 conversations demonstrated system effectiveness.
  • The system provided product details and financial advice while maintaining user privacy by not storing conversations.

Conclusions:

  • Conversational AI interfaces can significantly improve banking accessibility for users facing language barriers.
  • The developed assistant promotes greater financial inclusion and enhances customer satisfaction.
  • Privacy-preserving AI solutions are crucial for building trust in digital banking services.