Banking on Digital and AI: Increasing Agent Efficiency and Customer Experience

Millions of banking customers flocked to digital channels in 2020—many for the first time—seeking to avoid long call center hold times or closed branches. Most ended up back in line after discovering that they could not get real-time personalized help through online or mobile banking. Few banks today take full advantage of digital communications—such as SMS, live chat, or virtual assistants—to meet customer demand for immediate assistance.

Join Javelin’s Digital Banking Director, Emmett Higdon, and Nuance’s Head of Digital Product Management, Abhay Prasad, for an interactive discussion on how artificial intelligence is making digital communications a more efficient and effective way to connect with customers, reducing average handle time and enhancing both customer and agent experience.

Attend this webinar to learn how AI can: 

• Help live chat reps meet customer expectations for personalized experiences
• Segue simple customer inquiries into relationship-deepening opportunities
• Provide next-best response prompts to enable day-one chat agents to perform like seasoned professionals
• Tap pre-chat surveys and previous interactions to deliver more relevant, actionable assistance​