227 articles tagged with this keyword
News/covid-19
Google Cloud has launched a rapid response AI chatbot to help organisations, such as banks, handle ballooning customer service queries during the Covid-19 pandemic.
08 April 2020
A group of five Irish banks have joined forces on dedicated free phonelines to help vulnerable customers, such as the elderly, isolating during the Covid-19 pandemic.
News/retail
Having already announced plans to shutter fifty branches and reduce opening hours, Nationwide Building Society is taking further steps to reduce physical contact and unburden overworked staff members by shutting down all branches and call centre operations over weekends.
06 April 2020
As the fintech sector struggles through the Covid-19 economic fallout, a report from VC Finch Capital offers some light at the end of the tunnel, suggesting that the crisis could ultimately end up benefiting the industry by accelerating the rush to digitisation.
02 April 2020
News/startups
Standard Chartered has put out a call to tender to fintech startups for a machine learning prototype capable of reducing the handling time for both inbound and outbound traffic through its call centres
30 March 2020
Irish banks are re-allocating staff across the business to deal with a massive increase in calls from customers seeking financial support and mortgage payment breaks as a direct result of Covid-19.
25 March 2020
JPMorgan Chase is to give front-line employees staffing its call centres and branches a $1000 bonus for keeping the business running during the Coronavirus pandemic.
23 March 2020
News/regulation
With Covid-19 forcing huge numbers of people to work from home, European authorities are relaxing MiFID II rules on the recording of telephone conversations.
20 March 2020
Canada's six biggest banks are closing some branches and reducing operating hours at others in an effort to promote social distancing and control the spread of Covid-19.
19 March 2020
News/security
HSBC claims that the introduction of voice biometrics at its call centres has prevented almost £400 million of customers’ money from falling into the hands of telephone fraudsters in 2019.
16 March 2020
News/Call centres
Following successful pilots, blockchain outfit CULedger is making its digital identity service MemberPass (formerly called MyCUID) commercially available.
24 February 2020
News/ai
Citi Commercial Cards has teamed up with conversational AI firm Interactions to roll out an intelligent virtual agent (IVA) feature to its US call centres.
07 February 2020
Several US credit unions have begun piloting the MyCUID digital identity service from blockchain outfit CULedger.
13 December 2019
American Express Ventures has invested in Voca.ai, an Israeli startup building AI virtual agents for call centres.
24 October 2019
Challenger Revolut is planning to open a customer service centre in Portugal that will employ 400 people.
02 September 2019
Credit Suisse is reducing its reliance on branches in its home market and instead pumping several hundred million francs into digital services.
27 August 2019
Russia's Tinkoff Bank is to sell the proprietary speech recognition software behind its chatbot Oleg to corporate customers.
01 August 2019
Lightico, a startup that helps firms - including banks - collect things like forms, signatures, documents and payments from customers digitally, has raised $14.5 million in a Series A funding round led by Mangrove Capital Partners.
10 July 2019
Emirates NBD is using Amazon Web Services (AWS) machine learning and data analytics technology to help build a "bank of the future".
30 May 2019
Singapore's DBS has retrained more than 500 call centre employees for the digital age, creating new roles in areas such as social media, voice biometrics and live chat.
08 May 2019
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