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Roundtable Series Session 3: How Financial Services Organizations are Using Chatbot in Customer Service

Recorded - available as on demand webcast

In the past year, several large banks have already started building and delivering Chatbot solutions via instant messaging and popular social networks to deliver basic banking needs, such as checking an account balance, finding nearby ATMs, and making payments. 

Other banks, such as The Royal Bank of Scotland, have introduced a chatbot into their operations, and although the service doesn’t handle transactions, it is the bank’s first step towards simplifying financial transactions with a Chatbot that acts as a customer service agent for banking customers.

Now, AI and Chatbots are being considered for larger customer experience needs that go beyond basic banking transactions, such as trading services and personalized financial guidance. The key driver is the desire to reach new audiences, such as millennials, that have growing financial needs, but are accustomed to dealing with them in a more automated self-help paradigm.

In this session, attendees will gain an understanding of:

  • The business drivers and potential operations impact of Chatbots within FiServ Customer Experience Management
  • How Chatbots can be viewed as agents for both customers and internal investor/banking relations staff
  • How AI innovation can open new markets for banks and financial institutions
  • The underlying challenges and information management work necessary to build a sustainable and scalable Chatbot experience
  • Through a use case, how did one bank stage the development of Chatbots to achieve incremental success within their customer experience strategy

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Seth Earley
Seth Earley
Seth Earley is the Founder & CEO of Earley Information Science and the author of the award winning book The AI-Powered Enterprise: Harness the Power of Ontologies to Make Your Business Smarter, Faster, and More Profitable. An expert with 20+ years experience in Knowledge Strategy, Data and Information Architecture, Search-based Applications and Information Findability solutions. He has worked with a diverse roster of Fortune 1000 companies helping them to achieve higher levels of operating performance.

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During our webinar, "Omni-channel Virtual Assistants - The Next Frontier in Voice and Text for Customer Service guest speaker Chris Featherstone, who leads business development for AI and speech recognition services at Amazon Web Services (AWS) and Seth Earley, CEO of Earley Information Systems (EIS) discussed ways to design omni-channel virtual assistants to optimize their use across voice and text. When supported by an appropriate information architecture and designed with a deep understanding of the customer, virtual assistants can access enterprise knowledge efficiently, saving time and money. The key to success is to structure the underlying information so it can be retrieved and used by any channel, including humans, to deliver the responses that customers need. Here's a recap of the conversation.