Mumbai, India — : Bank of Baroda has introduced Indian Sign Language (ISL) support via video calls at its contact center, marking a first-of-its-kind initiative in India’s banking sector aimed at improving accessibility for customers with hearing or speech impairments.
A Major Step Toward Inclusive Banking
The new service allows customers to connect with trained ISL interpreters through real-time video calls, enabling them to access banking assistance without relying on traditional voice-based communication.
Customers can choose between:
- “Video Call with Voice”
- “Video Call with Sign Language”
Once the ISL option is selected, the system routes the call to a specially trained agent who provides assistance using sign language.
Available Across Multiple Digital and Physical Channels
The ISL-enabled service is integrated across five major customer touchpoints:
- Bank of Baroda’s official website
- bob World mobile banking app
- WhatsApp Banking
- Phygital (physical + digital) branches
- ADI, the bank’s GenAI-powered chatbot
This omnichannel availability ensures seamless access regardless of how customers prefer to interact with the bank.
Dedicated Hiring and Training Initiative
To support the rollout, Bank of Baroda has undertaken a special hiring program, onboarding customer service associates trained in Indian Sign Language. This ensures that customers receive accurate, real-time support tailored to their communication needs.
Leadership Perspective
Commenting on the initiative, Debadatta Chand, Managing Director & CEO of the bank, said the move addresses a critical gap in accessible banking services.
“By integrating Indian Sign Language support into our contact center operations, we are enabling customers with hearing or speech impairments to manage their banking needs independently, with dignity and ease. This sets a new benchmark in inclusive, technology-driven banking.”
Service Scope and Timings
The ISL support service will be available daily from 9:00 AM to 6:00 PM and will cover:
- Non-financial banking services
- Assistance with digital banking platforms
- General inquiries
- Product information and service requests
Driving Accessibility and Innovation
This initiative reinforces Bank of Baroda’s commitment to inclusive and customer-centric banking, leveraging technology to eliminate barriers and enhance user experience.
By empowering customers with hearing or speech impairments, the bank is setting a precedent for accessibility in India’s financial services industry.
Outlook
With the introduction of ISL support, Bank of Baroda is expected to further strengthen its reputation as a forward-thinking institution focused on innovation, inclusivity, and equitable access to banking services.
