“U.S. Bank has debuted a Spanish-speaking version of its Smart Assistant mobile app voice assistant. The bank claims Asistente Inteligente de U.S. Bank is the first such tool among financial institutions in the U.S., allowing customers to converse by voice and text with the AI in Spanish.
The Clinc-powered natural language understanding blends with the bank’s business logic software and specialized APIs. The Spanish feature may give U.S. Bank a leg up against the mushrooming competition.
“‘Asistente Inteligente is the first Spanish language virtual assistant of its kind in the United States, offering Spanish-speaking customers the very best digital banking tools from U.S. Bank,’ U.S. Bank chief digital officer Dominic Venturo said.”
“The move toward more efficient digital processes has 75% of surveyed companies across all financial sectors saying that they now employ some form of high-performance computing, deep learning and ML to accelerate core computing.
43% of survey respondents who are implementing AI to improve their processes said that they are getting more accurate models, while 38% said AI provides a competitive edge over rivals.
In the United Kingdom, less than half of HSBC’s customers are currently actively engaging with physical branches”
“Now, however, conversational AI technologies, such as the underlying AI-driven natural language capabilities, are reaching a plateau. “The difference between vendors when it comes to natural language understanding is imperceptible from a customer perspective,” he explained. “What is different now is the quality of implementation, the design, how much training has gone into it.” The UX, he said, “has become the big differentiator.”
A tight labor market is driving conversational AI growth in customer service, said Roberti. In the early days of the pandemic, many contact center agents were let go, for example. “Now, even if they could hire as many people as they needed to at 25% more in compensation, staffing is not available,” he said. “So companies are being pushed towards automation as an imperative, as a matter of survival.”
“According to Forrester, 73% of customers say that the most important thing a company can do to provide them with good service is to value their time.
Considering areas of opportunity for reducing customer hold time and increasing the likelihood of getting them to the right person the first time – not to mention the time and workload reduction for human employees – skillful deployment of chatbots offers a winning strategy. While chatbots will never replace the human component of CX, they have shown to increase customer retention significantly, loyalty and overall satisfaction.
According to Tidio, over half of consumers (62%) would rather talk to a chatbot than a human agent because of the wait time reduction.”
“Mark Cuban knows a little bit about emerging technologies, and to him all roads lead to artificial intelligence. There are two types of companies in the world, he said at a recent Harvard Business Review leadership conference, “those who are great with AI and everyone else.”
Cuban stresses that the payoff from AI is a function of experience, one that builds on itself over time as new technologies continue to be developed. So getting a head start allows a business to be ahead of the curve.”