“Bankers hope to eliminate most customer service reps by digitizing the processes they perform. You might have noticed the prevalence of self-service menus online. With the right software, it’s easy to cancel a lost credit card without ever talking to anyone.
The next step is implementing the right AI software, to help assist customers who want or need some sort of interaction with a company representative that doesn’t have to be human.
At the Google I/O developers conference last year, Alphabet showed off software it called Duplex. The showstopper was an AI bot that sounded like a human, could carry on a reasonably intelligent conversation, and was capable of taking instructions.
Duplex was like a personal valet.”