Conversational AI for banks should ‘orchestrate’ customer interactions

Conversational artificial intelligence (AI), such as chatbots and virtual assistants, should serve as a facilitator of enhanced communications between financial institutions and their customers rather than functioning as tech for tech’s sake.  Key to a successful conversational AI framework is the ability to “orchestrate” a conversation between an agent and customer, providing context for both parties and increasing interaction value, Tony Lorentzen, senior vice president of intelligent engagement at AI software firm Nuance Communications, tells Bank Automation News in this episode of “The Buzz” podcast. An example of this is an interactive voice response application (IVR) determining the intent of the call for the agent. “You shouldn't structure conversational AI as a blocker to an agent. What you need to be thinking about is how do you how do you orchestrate a conversation?” Lorentzen says. “If you're a high-level consumer who's transferring funds, you dial into an IVR and say what your intent is. The IVR can determine who you are, then send you to an agent.” Lorentzen shares techniques for successful conversational AI implementation, including voice biometrics and customer sentiment analysis, along with the importance of automation for customer and employee experience.