228 articles tagged with this keyword
News/Call centres
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
News/ai
Regions Bank is tapping IBM's Watson AI technology in its call centres to help improve customer service and free up staffers to deal with more complex issues.
25 April 2019
UK building society Nationwide has enlisted SAS to help it tap into the power of AI for more efficient and effective customer interactions.
12 March 2019
News/security
Pindrop, a voice security and authentication provider for call centres, has raised $90 million in a Series D funding round joined by Goldman Sachs and Citi Ventures.
06 December 2018
Lloyds Banking Group is introducing voice verification technology from Nuance to identify customers dialling into its call centres.
10 October 2018
ING is rolling out a unified contact centre platform fit for the omni-channel era across 12 countries.
10 August 2018
The Czech Republic's largest bank, Česká spořitelna, has rolled out voice biometrics technology from Nuance Communications, enabling customers to identify themselves to call centre staff simply by speaking.
18 June 2018
BBVA has become the latest bank to employ Amelia, calling in the virtual assistant's creator IPsoft to help develop AI-powered digital customer support services.
07 June 2018
JPMorgan Chase is to begin using individuals’ unique voiceprints to identify customers who are calling to inquire about their credit card accounts.
20 April 2018
The shift to digital support tools at Capital One is set to cost the jobs of nearly 400 Chicago call centre staffers.
16 August 2017
The Sumitomo Mitsui Financial Group has developed an AI chatbot that will answer customer questions over Line, the popular Japanese messaging app.
18 May 2017
Facility takeover fraud soared by 45% in the UK last year, as crooks hoovered up the personal data of victims and used it to gain control of bank and other accounts, says not-for-profit data sharing and prevention agency Cifas.
10 May 2017
A US consortium exploring potential use cases for distributed ledger technology in the credit union industry is set to conduct its first live demonstration of a digital identity service next week.
04 May 2017
Emirates NBD is to deploy an intelligent voice-based chatbot to answer calls to its customer services centre.
21 November 2016
As established banks rush to close branches in favour of digital channels and a host of new mobile-only challengers enter the field, new research suggests that customers still want the human touch.
26 October 2016
Eckoh and WorldPay have carried out what they claim is the world's first Apple Pay payment via a phone voice call.
20 October 2016
By 2030, technology will have made banks and banking invisible to customers, hidden by Siri-like personal assistants that cull data from our connected lives to fulfil daily personal and financial obligations, claims KPMG.
18 October 2016
Lloyds Banking Group is to be the first organisation in Europe to use 'Phoneprinting' tech from Pindrop to identify fraudulent callers to its contact centres across the Lloyds Bank, Halifax and Bank of Scotland brands.
11 October 2016
Barclays is ditching passwords in favour of voice biometrics technology at its call centres, meaning that customers will be authenticated when they start talking.
01 August 2016
Singapore's DBS is to introduce voice biometrics to authenticate customers ringing in to its call centres by the end of the year.
24 May 2016
Welcome to Finextra. We use cookies to help us to deliver our services. You may change your preferences at our Cookie Centre.
Please read our Privacy Policy.