4 Steps Financial Services Firms Can Take With AI To Improve Customer Experience

  • “As an industry leader, Royal Bank of Scotland (RBS) had the foresight to address its data gap issues when it launched “Marge”—a valuable new asset that remains key to RBS’s digital transformation. IBM and RBS co-created this AI-powered, cloud-based platform that empowers mortgage call center employees with real-time digital mortgage support for homebuyers.
  • Since implementing the digital mortgage support tool, RBS has seen a 20% improvement in customer Net Promoter Score and a 10% decrease in call duration.”


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