Meta is putting its latest AI chatbot on the web for the public to talk to

  • “Meta’s AI research labs have created a new state-of-the-art chatbot and are letting members of the public talk to the system in order to collect feedback on its capabilities.
  • The bot is called BlenderBot 3 and can be accessed on the web. (Though, right now, it seems only residents in the US can do so.) BlenderBot 3 is able to engage in general chitchat, says Meta, but also answer the sort of queries you might ask a digital assistant, ‘from talking about healthy food recipes to finding child-friendly amenities in the city.’”

Add conversational AI to any contact center with Amazon Lex and the Amazon Chime SDK

  • “A non-conversational IVR such as this can frustrate your customers and lead them to attempt to contact an agent as soon as possible, which increases your call deflection rates. You can solve for this challenge by adding artificial intelligence (AI) to your IVR. An AI-enabled IVR can more quickly and accurately help your customer resolve issues without human intervention. When an agent is needed, the AI-enabled IVR can route your customer to the correct agent with the correct information already collected, thereby saving the customer from having to repeat the information.
  • With Amazon Lex, you can build powerful, multi-lingual conversational AI systems and elevate the self-service experience for your customers with no ML skills required. With the Amazon Chime SDK, you can easily integrate your existing contact center to Amazon Lex using an Amazon Chime SDK SIP media application. This includes contact centers such as Avaya, Cisco, Genesys, and others”

Glia Launches Glia Virtual Assistants for Digital Banking, Integrating Conversational AI as a Core Part of its Digital Customer Service Platform

  • “Glia, the leading provider of Digital Customer Service (DCS), today announced Glia Virtual Assistants (GVAs) to help companies improve resolution times and lower costs while providing seamless customer experiences that blend virtual and human guidance. Built on conversational AI solutions from Glia’s recent Finn AI acquisition, GVAs are optimized for banks and credit unions and pre-trained to deliver out-of-the-box value. By fully integrating GVAs into its market-leading platform, Glia offers a single provider solution for Digital Customer Service.
  • ‘The proliferation of chatbots and AI technology in general is creating complexity for financial institutions, especially for those developing their own automated solutions. Glia aims to cut through the chaos with virtual assistants that streamline deployment and accelerate time-to-value on our Digital Customer Service platform. Better yet, we continue to enhance the benefit of our GVAs by leveraging our time-tested library of AI-powered responses to help clients meet existing and emerging needs,’ said Justin DiPietro, Chief Strategy Officer and Co-Founder of Glia”

5 Tips for Improving Banking Customer Care with AI

  • “Although the financial services sector acknowledges that AI will play an integral part in the industry’s future, most companies are only investing in small-scale pilots or niche use cases. 32% of financial service providers use AI for predictive analysis, voice recognition and others. As AI becomes the main differentiator, it’s about time to fully embrace the technology.
  • The consumer world is already on board with the idea of AI and chatbots for customer care, which are omnipresent across their preferred channels. In addition, it pays to remember that the pandemic pushed society even more towards online services, and consumer expectations for self-service have grown exponentially.
  • Ultimately, AI will cut costs, but its implementation’s strategic and primary rationale is to improve customer loyalty and efficiencies by satisfactorily handling millions of interactions across multiple channels. As long ago as 2020, McKinsey estimated that AI can potentially unlock $1 trillion of incremental value for banks annually. The return on investment will be worth the up-front outlay.”

Glia acquires Finn AI to provide banking virtual assistants

  • “New York-based fintech Glia recently acquired Finn AI, an artificial intelligence (AI)-powered chatbot platform for banks and credit unions.
  • Leveraging AI and banking expertise, Finn AI builds conversational banking platforms for financial institutions so their customers can manage their money and improve their financial literacy. Finn AI has partnered with major FIs including ATB Financial, BECU, United Federal Credit Union, EQ Bank, Civista Bank, Truist Momentum and more.”