The call center has always been an important way for banks to connect with customers. But it won't be long before call centers without artificial intelligence (AI) will be unable to make those human connections. I'm reminded of a meeting that I and one of my colleagues recently had with a bank CEO. My colleague remarked that he and his wife had been a customer of the bank for 25 years. Yet, in a recent interaction with a customer service representative (CSR) at the bank, the representative was unaware that my colleague's daughter had recently turned 18 and begun her financial life as an adult.
Feb-18-2020, 04:15:31 GMT