November 7, 2018

What It Takes to Deploy Conversational AI


For many banks, launching a virtual assistant might be the first time they actually engage with their customers in open-ended conversations. In many ways, it’s like giving customers a blank text box or open mic and asking for their true “voice of the customer” – in real-time and across channels. Responding to all of the idiosyncratic ways people communicate puts all virtual assistants through their paces, as well as the teams that manage them – and that’s why it’s important to make sure you have a system that can rise to these challenges and exceed your customers’ expectations. These virtual assistants and bots are designed, integrated, and deployed with conversational AI platforms. Whether a bank chooses to build their conversational AI systems internally à la Bank of America’s Erica or license a conversational AI platform with built-in deep financial expertise like Wells Fargo, TD Bank, J. P. Morgan, and DBS,…

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