Wells Fargo Testing Customer Service Bots Through Facebook Messenger


PHILADELPHIA (CBS) — In an effort to satisfy individuals the place they’re, Wells Fargo is ramping up its improvement of synthetic intelligence based mostly know-how. The monetary establishment is testing a “chatbot” in Fb Messenger.

Wells Fargo is testing a chatbot for Fb Messenger that includes new customer support experiences.

“It’s quite simple You’re in messaging and name up the app then you definitely begin typing in questions like your stability or how a lot cash you’ve spent for espresso during the last month and the chatbot responds,” stated Philadelphia native Steve Ellis, the top of Wells Fargo’s Innovation Group. “Our aim is to make our providers extra accessible based mostly on the place clients are and the place they need these providers acquired. The second is to enhance the client expertise. We’re studying how individuals like to make use of providers like this.”

The chatbot — which doesn’t but have a reputation — will be capable of reply questions like how a lot cash is in your account and the place the closest financial institution ATM is.

“We’re beginning with info,” Ellis stated, “then we’ll do transactions after which finally the lengthy-time period imaginative and prescient can be then offering steerage and recommendation.”

Final Might, the financial institution adopted Messenger as its principal channel for addressing primary buyer questions. The messaging platform has 1.2 billion customers making it a very good place to check out new strategies of consumers interactions.



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