Banking Exchange: Can Smarter Chatbots Answer Customer Challenges?
These would replace humans at the other end of the phone with programs that can understand what the customer’s issue is and come up with the best answer. Such a capability is not widely present yet, but interest is spreading.
“It’s an area that is becoming more and more open and available to use by multiple vendors,” says David Sosna, in an interview with Banking Exchange. He is CEO and cofounder, Personetics, which specializes in improving customer experience, including advanced chatbots. He says workable chatbot technology, augmented by AI, exists, and is becoming more sophisticated.