Post Tagged with: "customer service"

Bots Are Everywhere, But Are They Ready for Banking?

Bots Are Everywhere, But Are They Ready for Banking?

by September 12, 2016 at 10:21 am 1 comment

The latest technology to entice bankers is the chatbot — that talky little application that can tell you how much you spent at Starbucks or guide you through your account setup. But a report from Forrester’s Peter Wannemacher, released last week, suggests that chatbots are not ready to handle the high-stakesRead More

TouchCommerce Launches Virtual Assistant (Just Don’t Call It a Chatbot)

TouchCommerce Launches Virtual Assistant (Just Don’t Call It a Chatbot)

by July 20, 2016 at 10:37 am 1 comment

TouchCommerce, which serves many Fortune 500 companies with customer engagement tools such as livechat and FAQs, launched a virtual assistant today called TouchAssist. By the end of the third quarter, TouchAssist will be live at a Top 3 bank, CMO George Skaff told Bank Innovation. With its other tools, TouchCommerce already servesRead More

Greek Bank Launches Skype Banking [VIDEO]

Greek Bank Launches Skype Banking [VIDEO]

by June 2, 2016 at 10:06 am 5 comments

Now, even Skype is a banking channel. The Cooperative Bank of Epirus (CBE), based in Ioannina, Greece, has launched video customer service using Skype in April for its online banking customers. Currently in testing with a select group of customers, the service will roll out to all customers “in the near future,” accordingRead More

Top 5 Fintech Fundings: Credit Scoring in China and AI for the Stock Market

Top 5 Fintech Fundings: Credit Scoring in China and AI for the Stock Market

by April 11, 2016 at 12:57 pm 1 comment

Last week this space saw much of the largest fintech funding rounds taking place outside the U.S. That trend continues this week, with some San Francisco-grown AI thrown into the mix. This week we witnessed a major push forward in the process of collaboration between financial institutions (FIs) and startups. ThisRead More

Klarna Ramps Up U.S. Customer Service Efforts

Klarna Ramps Up U.S. Customer Service Efforts

by April 4, 2016 at 10:28 am 0 comments

The Swedish payments firm Klarna, which raised $231 million in funding in Europe and launched in the U.S. last September with Overstock.com as its first customer, has expanded its American customer service operations. Klarna is now offering customer service from 8 a.m. ET to 8 p.m. ET. Previously, Klarna’s U.S. customer serviceRead More

Who Wants to Chat with a Robot? Turns Out, Everybody

Who Wants to Chat with a Robot? Turns Out, Everybody

by February 3, 2016 at 2:01 pm 1 comment

Microsoft is teaching bots to chat more like humans, and it’s set to radically change the way we interact with businesses. A recent Wired piece describes the progress made in Asia by XiaoIce, a stripped-down version of Cortana, Microsoft’s virtual assistant, which was launched in 2014. The bot is programmed to interact in aRead More

Employing Artificial Intelligence to Personalize Client Communications

Employing Artificial Intelligence to Personalize Client Communications

by September 4, 2015 at 9:15 am 1 comment

We’re in the midst of a fundamental shift in the banking industry. Forces such as rising customer expectations and ever-changing regulatory requirements coupled with new, non-traditional competitors in the market have made it imperative for banks to rethink their business and client engagement models. While banks are strategizing how toRead More

Welcome, Lindsay Lohan

Welcome, Lindsay Lohan

by June 9, 2015 at 3:37 pm 0 comments

Celebrity Lindsay Lohan has faded from the tabloid headlines a bit, and shifted her focus to … banking innovation? The actress, known for such films as The Parent Trap (1998), Mean Girls (2004) and The Canyons (2012), is a Twitter follower of financial services writers Brett King, Jim Marous, Ron Shevlin,Read More

Digital Allows Westpac New Zealand To Talk More with Customers

Digital Allows Westpac New Zealand To Talk More with Customers

by March 9, 2015 at 8:00 am 2 comments

A few years ago, Westpac New Zealand staffers had conversations with just 40% of the bank’s customers a year. Today, that figure is 94%. And the bank wants to make it all the way to 100%. This increase in conversations was largely the work of Chief Digital Officer Simon Pomeroy, whoRead More

Banks Need to Focus on Service and Simplicity

Banks Need to Focus on Service and Simplicity

by February 25, 2014 at 11:32 am 1 comment

The biggest challenge ahead for banks is providing excellent service, a new study has found. Simplicity, advice and problem-solving are the three areas where customers are looking for more from their banks, according to a new study by Ernst & Young. The company surveyed 32,000 retail banking customers in 43 countriesRead More