State Bank of India (SBI) is working on a new initiative to enable its employees to communicate more effectively with customers in local languages, addressing the diverse linguistic landscape of the country. The programme, called Spark, aims to equip employees with the skills needed to engage customers in their native languages, leveraging AI tools to facilitate faster learning and smoother transitions.
The initiative comes in response to a call from Finance Minister Nirmala Sitharaman, who urged government-owned banks to enhance their connection with customers by ensuring employees at every branch can communicate in the local language.
SBI Chairman CS Setty, speaking at the 12th SBI Banking and Economics Conclave, highlighted that Spark is not just a knowledge platform but a comprehensive skill-building tool. “It’s not only a knowledge platform; I think it’s also a skill-based platform,” Setty said, noting that it would address language-related challenges faced by employees in their interactions with customers.
Setty acknowledged the bank’s diverse workforce, which recruits from various regions with different language backgrounds. He emphasised that AI tools would help bridge the communication gap and speed up the learning process for employees.
Recognising the complexity of introducing new technology, SBI also emphasised the importance of change management in the process. Rolling out new tools is not just about technology adoption, but also about preparing employees—both in terms of skill-building and mindset adjustment. SBI aims to ensure that employees understand how digital tools will improve their efficiency and customer service, ultimately fostering a more customer-centric approach in its branches.
Through this initiative, SBI aims to create a more inclusive and customer-centric environment, ensuring that all employees, regardless of their linguistic background, are equipped to meet the diverse needs of the bank’s vast customer base.
