Conversational AI Comes of Age - InformationWeek

Many banks and other financial firms adapted fairly well when COVID-19 struck. They handled the rise in online and mobile transactions, kept in touch with customers and partners while working from home, and adopted social distancing measures as branches and offices reopened. That was the easy part. Now the industry should prepare for a wave of customer inquiries as the effects of the pandemic ripple through the economy. That's likely to put their customer-service centers under stress.