SBI launches AI-powered ‘Spark’ platform to train employees in local languages, enhancing customer communication and promoting inclusive banking.
Mumbai (Economy India): India’s largest public sector lender, the State Bank of India (SBI), is developing an advanced mechanism to help its employees communicate more effectively with customers in regional and local languages, leveraging AI-based learning tools and a new digital skill platform called ‘Spark’.
The initiative aims to strengthen customer engagement and promote linguistic inclusivity across the bank’s vast network, ensuring better accessibility for millions of clients in semi-urban and rural India.
SBI’s Vision: Banking in Every Language
Addressing a question during a CEO panel discussion at the 12th SBI Banking and Economics Conclave held in Mumbai, SBI Chairman C.S. Setty revealed that the bank has already launched ‘Spark’—an integrated knowledge and skill-development platform designed to equip employees with localized communication tools.
“We are already working on it. We have launched a programme called Spark. It’s a platform that is not only a knowledge repository but also a skill-based platform where you can build language-related competencies,” Setty said, highlighting the bank’s commitment to inclusive customer service.
AI to Bridge the Linguistic Divide
With customers across India speaking more than 20 major languages and hundreds of dialects, SBI’s plan involves AI-driven translation, pronunciation aids, and interactive learning modules to help employees acquire and use regional languages confidently.
According to Setty, artificial intelligence and machine learning tools will play a pivotal role in making this transition seamless and efficient. “AI tools can help ease the transition and accelerate learning, especially in regional language communication,” he added.
Enhancing Customer Experience Through Localization
SBI serves over 48 crore customers through its 22,400+ branches and a growing network of digital channels. The move toward multilingual engagement is expected to significantly improve customer satisfaction, particularly in rural and semi-urban regions, where language barriers often hinder financial inclusion.
By integrating local languages into its service model, the bank aims to make transactions more personalized and user-friendly. Analysts believe this step aligns with SBI’s broader mission to enhance financial literacy and customer trust across India’s diverse linguistic landscape.
‘Spark’ – A New-Age Learning Ecosystem
The Spark platform, as described by Setty, is part of SBI’s broader digital transformation strategy. It focuses on developing both technical skills and soft skills, combining AI-based learning, gamified training modules, and data-driven performance feedback.
Bank officials say Spark will soon include AI-enabled chatbots and virtual tutors to assist employees in mastering local language nuances and customer handling scenarios in real time.
A Step Towards Financial Inclusivity
Experts believe that SBI’s focus on regional language communication could be a game-changer for the Indian banking sector. By removing linguistic barriers, the initiative will allow customers—especially in Tier-2 and Tier-3 cities—to access formal banking services more confidently.
“This approach is not just about language, it’s about trust and comfort. When customers can speak in their mother tongue, it transforms their banking experience,” said a senior banking analyst at Economy India Research.
Industry-Wide Implications
The initiative comes at a time when banks across the country are investing heavily in AI-driven customer service models and digital literacy programs. SBI’s approach could set a precedent for other public and private sector lenders to follow, promoting inclusive banking practices nationwide.
SBI’s Broader Digital Push
Under its broader transformation strategy, SBI has been investing in digital training, AI innovation, and skill development. The launch of platforms like YONO Business and YONO Global has already positioned the bank as a digital leader in the public sector space.
The addition of Spark strengthens this vision, emphasizing human-centered technology that empowers both employees and customers.
Chairman’s Perspective
C.S. Setty reiterated that the future of banking lies in personalization powered by technology. “Banking services must not only be accessible but also relatable to customers in their own language and cultural context,” he noted.
His remarks underline a shift from purely digital expansion to humanized digitalization, where technology enhances empathy and communication.
Looking Ahead
SBI’s multilingual initiative is still in the early stages, but its potential impact on India’s financial inclusion, rural banking, and customer retention could be transformative. With Spark at its core, the bank appears poised to redefine the customer experience — making banking truly “by the people, for the people, in every language of India.”
(Economy India)
