How Comerica Bank is Tapping Voice AI to Improve Its Call Centers

As part of a broader push to upgrade its technology, Comerica has implemented voice artificial intelligence tools to automate much of its contact center's interactions with consumers. The regional bank has also launched voice-based authentication. Both initiatives are continually adjusted. User experiences dictate changes, sometimes as often as daily. While Comerica's overall voice efforts have already paid off in increased efficiencies, and voice authentication has been well received, the Dallas-based regional bank says it is still early days and hopes for continuing improvement in consumer service and efficiency.