US-based Regions Bank has selected IBM’s artificial intelligence (AI) technology to enhance customer service in its contact centres.
The company’s Banker Assist will utilise Watson Assistant, enabling bankers to receive guidance on customer inquiries that in turn can accelerate the process of resolving customer issues.
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Besides, customers can directly interact with Watson Assistant. This is said to offer fast and consistent answers to their queries.
Customers can also get the technology’s help for updating personal data and navigating the bank website.
According to IBM, this will free up the bank’s employees to manage problems that are more challenging in nature.
Plans are on to eventually train Watson on other jobs.
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By GlobalDataOne of these jobs is to evaluate customers’ tone to understand when they should be transferred to a live agent.
Regions Bank head of bank operations Chris Brasher said: “IBM Watson’s automated intelligence is an important tool that allows us to operate more effectively by understanding customer needs.
“We are identifying additional use cases for this technology as part of our focus on continuous improvement across the company.”
In announcing the new tie-up, IBM cited the CCW Digital Report.
The report revealed that 62% of banking customers think about switching on one to two bad experiences.
Moreover, the study found over 90% of customers sharing details about bad experiences with others.
