From remote deposit capture to personal payment apps like Venmo, Cash App and Zelle, a significant number of bank customer use their phones for banking. WaFd Bank (WaFd) wanted to improve the customer experience in its contact center by using conversational artificial intelligence (AI) for customers whose idea of phone banking means calling the bank.
By investing in its contact center, WaFd was an outlier among banks. In a 2023 technology trends report, Celent said only 18% of bank leaders said contact centers were a priority for them.
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