“Vijay Sankaran, chief information officer at TD Ameritrade Holding Corp., is betting that artificial intelligence-powered customer service and personalization will help it stand out from competitors.
The Omaha, Neb.-based brokerage firm, which has about 12 million client accounts, is using AI to drive customized experiences for investors. “We want to be more of a Netflix-style or Spotify-style personalization engine for digital investing,”
The eight-person team is now working on an AI engine called “voice of the customer analytics,” which builds on AI-based text and voice chatbots the company launched in 2017.
In 2021, AI augmentation is expected to generate $2.9 trillion in business value, up from $1.6 trillion this year, according to Gartner.”
“The first contact many customers now have with a bank is via a chatbot or digital assistant that utilizes the power of artificial intelligence (AI)
Accenture’s 2017 Retail Banking Trends and Predictions report on AI in the finance sector identified that the top trends were removing friction from the customer journey, and the use of big data, AI, analytics and cognitive computing.”
“Bottomline is partnering with Drift, a conversational marketing platform, to provide businesses in North America with AI-enabled chat that offers live support for customers enrolling to be paid electronically by virtual card and ACH through Paymode-X, as well as support for those enrolling to be paid electronically by virtual card and ACH via Paymode-X. In Europe, Bottomline’s PTX customers will receive live customer support from within the solution, even during off-hours.”
“In 2019, smart companies started investing in bot technology because it was clear that despite reservations, consumers were slowly coming around, and having the infrastructure in place now would help businesses prepare for the next step in customer service technology.”