Artificial Intelligence has a lots of capabilities for the business around the world. United States based Regions Bank has opted-in Artificial Intelligence technology with objective to make customer services more efficient, It will also help in operational processing. Artificial Intelligence technology provided by IBM.
In this high tech digital era, customer experience is major priority of financial institutions. Particularly in banking sector, approx 62% customers looking to change their service provider just after 2 or 3 bad experiences. And approx 90% customers share their bad experience with friends, colleague, and others. banking Professional know the most of customers quires and complaints are common and do not require long troubleshooting .
To ensure a positive customer experience, Regions Bank is using Watson in its contact centers to help both customers and employees. The company’s Banker Assist harnesses Watson Assistant to provide bankers with guidance on customer inquiries, enabling them to resolve customer service needs faster. With Bank Assist, employees can use artificial intelligence -powered search when faced with a question to provide quicker call resolutions and more consistent answers. Already, 700 professionals at the bank rely on Watson to complete customer problem resolution.
Additionally, when customers call Regions, many interact directly with Watson Assistant receiving rapid and consistent answers to their questions. They can get help on a variety of issues including updating personal information and navigating the Regions Bank website. Letting Watson take on the more routine questions allows service representatives to tackle the more intellectually challenging questions, spend more time engaging with customers and be better informed to resolve issues. Over time, Watson will be trained on other tasks, including analyzing customers’ tone to help determine when a customer should be transferred to a live agent.
Speaking with Beth Smith, General Manager, IBM Watson AI “The use of artificial intelligence among banks continues to rise, helping financial institutions make better use of vast amounts of data, analyze patterns, evaluate risks and improve customer service, Regions Bank is focused on improving customer and associate relationships and Watson will help them continue to provide a great customer experience.”
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