How Citi Commercial Cards is using conversational AI to improve CX - ClickZ

ClickZ spoke with Gonca Latif-Schmitt, Managing Director at Citi, to discuss their technologically-savvy approach to improving customer experience (CX) for their business card holders and clients. Citi engaged work with Interactions for their Citi Commercial Card initiative. Interactions is a provider of intelligent virtual assistants (IVAs) focused on helping companies improve CX via the use of AI chatbot technology. They offers several products that fall within the customer experience space, including an IVA tool utilized by leading brands such as Hyatt, Constant Contact, and Shutterfly. As a credit card business within Citi's institutional group, the commercial card team is focused on making the entire client experience frictionless and more digital.