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Capital One’s chatbot Eno just turned one recently and the bank talked about what they learned this past weekend at SXSW; Carla Saavedra Kochalski, director of conversational AI products, tells TearSheet “We saw there was a huge need to build something smarter and more conversational, not only for those types of experiences but to allow customer service through texting.”; the technology is still limited and in most cases customers still interact on a simple basis like asking for an account balance or approving a questionable transaction. Source.
Chatbots are a great tool for banks to appeal to tech-savvy customers at a lower cost compared to a standalone app; according to Business Insider, DBS uses Kaisto’s Kai which allows customers to use Facebook Messenger to process transactions; Swedbank is currently using Nuance’s NINA to better serve customer inquiries; article shares other companies using chatbots and why this is a segment positioned for continued growth. Source
With AI and machine learning technology becoming better banks of all sizes have started to employ chatbots with more regularity; Crowdfund Insider takes a look at 5 banks employing the technology; banks include Bank of America’s Erica, Swedbank’s Nina, Capital One’s Eno, SEB’s Aida and Wells Fargo; in most cases the chatbots help with simple tasks like checking balances, paying bills and finding the closest ATM. Source.
A poorly implemented chatbot will do more harm than good. Avoiding these five pitfalls increases the likelihood of success.
BB&T announced last week that they were committing $50mn to fintech; the company plans implement what they are calling intelligent automation; plans include AI & machine learning, robotics processing automation, chatbots and virtual assistance & conversational commerce according to TearSheet; the company also announced they are looking at transforming branches and looking to move as much of their business to the cloud. Source.
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Credit Karma is positioning itself to be more than just a place to check your credit score; the company currently has 80 million customers and currently has advantages in significant scale and the data it houses; they are now looking at using chatbots with their acquisition of “Penny” to further their relationships with their customers. Source