Digital Assistants are trending in most industries. Despite the fact that it invaded the banking industry a few years ago, the concept is still new in the Sri Lankan banking context. A Chat-bot improves customer satisfaction providing solutions to customers, using the most preferred user interaction method called chat application as a solution to the usually inefficient, time-consuming processes which are followed in call centres. The proposed system is a question answering system which facilitates customers to solve their day-to-day banking related questions. The system provides answers to a set of most Frequently Asked Questions (FAQ) related to the banking domain. Customer inquiries are extracted and converted using natural language processing techniques understood by the system. It formulates and presents an appropriate answer using a set of preconfigured templates referring to the answer saved in a knowledge base. Knowledge is represented in the form of an Ontology.
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