How WaFd embraced Amazon Lex's conversational AI to improve and speed up telephone banking

Check out the on-demand sessions from the Low-Code/No-Code Summit to learn how to successfully innovate and achieve efficiency by upskilling and scaling citizen developers. Phone banking is starting to get a dramatic personality shift, thanks in no small part to artificial intelligence (AI) and conversational AI. The first generation of phone banking was largely driven by interactive voice response (IVR) technology. That's the touch tone-driven technology that provides the monotonous voice tone telling you to "push 3 for your bank balance." IVR is a technology that was never particularly loved by anyone but it has done the job for many banks around the world for decades, albeit in a suboptimal approach.