Conversational AI uses natural language processing (NLP) to improve customer service.
Ken Dodelin, Vice President of Conversational AI products at Capital One, tells CXOTalk how the bank uses AI products like Eno, Alexa and Cortana to help with accounts, bills and other client services.
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transcript.
“First of all, Capital One is a very tech-forward company. We’re the first bank to go to the cloud. We’;re the first, or one of the first, banks to have an API-based infrastructure that powers all of our digital experiences. We’re always looking for ways to use technology to improve the customer experience,” Dodelin says. “In conversational AI, it used to be that you could either come to our graphical user interface, which would be an app or a website, where we, in some ways, try to guess what it is you’re looking for, right? You have a certain finite number of buttons and links to click on or tap on. In the conversational interface, it’s whatever is on your mind. You can just text in natural language, and… interact with customers without having to pull them into our uber website or app.”
Dodelin has led Capital One’s artificial intelligence-powered virtual assistant team since 2015. He’s also an adjunct professor at Georgetown University and previously worked at Cricket Media, The Washington Post, AOL and co-founded Mobile Surroundings.
This video interview was recorded live in the IPsoft AI Experience Lab in New York City.
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