Regions using AI to make most of customer feedback

  • “A text analytics tool Regions developed internally in the spring called rVoice consolidates the feedback and uses natural language processing as well as the bank’s institutional knowledge of its customers to derive insights that are organized into a dashboard view. (Chief Digital Officer Andy Hernandez)
  • The Citizens Listens platform, which it built with the experience management company Medallia, automatically sends a survey to customers after a transaction or an advice-driven conversation and uses text analytics to assess how well Citizens met their needs. (Beth Johnson, executive vice president, chief experience officer)
  • Wells Fargo has built an AI system it calls Advanced Listening that lets customers communicate through the channel of their choice — phone call, email, text, survey response, online banking interaction — and listens to or analyzes every interaction.”

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