Mumbai, April 28: Bank of Baroda India’s International Bank announced the launch of Indian Sign Language (ISL) support through video calls at its Contact Centre. This first-of-its-kind initiative in the Indian banking sector enables customers with hearing or speech impairments to seamlessly access banking assistance through specially trained ISL interpreters who will assist customers via video interaction.
The service is available across five key customer touch points: the Bank of Baroda website, the bob World mobile banking app, WhatsApp Banking, Phygital Branches, and ADI, the Bank’s GenAI-powered chatbot. Customers opting for the video call feature can choose between ‘Video Call with Voice’ and ‘Video Call with Sign Language.’ Upon selecting the Sign Language option, the call is routed to a trained agent for real-time assistance.
To support this initiative, the Bank has undertaken a special hiring initiative to on-board customer service associates trained in Indian Sign Language to effectively serve customers with hearing or speech impairments.
Commenting on the launch, Dr. Debadatta Chand, Managing Director & CEO, Bank of Baroda said,
“By integrating Indian Sign Language support into our Contact Centre operations, Bank of Baroda is addressing a critical gap in providing accessible banking services. 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.It reinforces our commitment to inclusive, technology-driven and customer-centric banking.”
The Sign Language support service will be available from 09:00 AM to 06:00 PM, and will cover all non-financial banking services, assistance with digital banking products and services, general banking queries, and support for product enquiries and service requests.
The introduction of ISL support further strengthens the Bank’s efforts to enhance accessibility and empowers customers with hearing or speech impairments to engage with banking services confidently and without barriers.
