How financial services firms are using chatbot technology to transform their businesses

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The IBM Watson Assistant team has been busy in the past year helping clients implement state-of-the-art chatbots. The financial services industry is one of the fastest adopters of this technology. As a result, at IBM Think 2019 you’ll be able to find a number of client-led sessions.

IBM scores at the top in analyst ratings for chatbots

First of all, why IBM in the chatbot arena? In The Forrester New Wave™: Conversational Computing Platforms, Q2 2018, IBM’s solution was rated the top solution. According to Forrester, “IBM is very business-user friendly and offers powerful analytics to enable developers to continuously react to the changing state of conversations. This, along with IBM’s enterprise and industry expertise, will drive the best use cases in its sweet spot of complex enterprise solutions.”

–>Download the Forrester paper to learn more

Royal Bank of Scotland’s Cora

The Royal Bank of Scotland (RBS) is one great example of how chatbots can improve customer service in the banking industry.

–>Watch the Raising Cora video series to learn more

While at Think 2019, attend session 4124, “Positive Disruption: How RBS Is Reinventing Customer Care, Internal Support and Supply Chain with AI” to hear directly from RBS and how they use Watson in unique ways to constantly change and reinvent their business processes.

Bradesco’s BIA

Bradesco Bank also has an impressive story to tell about their digital assistant, BIA, which currently accumulates over 72 million interactions.

–>Read the Bradesco case study to learn more

Attend session 4413 to learn how “BIA, the First Financial Digital Assistant in Brazil, Now Does More Than Answer Questions“. Bradesco has been expanding the Watson solution with the aim to capture new revenue and increase user engagement.


Banco do Brasil: Beyond chatbots

Attend session 2436, “Beyond Chatbots: Next Steps on Banco do Brasil’s Cognitive Journey” to see what can be done after chatbot applications have been successfully deployed. Banco do Brasil created use cases such as environmental license, email classification, help desk long-tail—using technologies like Watson Studio, Watson Natural Language Classifier, Watson Natural Language Understanding, Watson Knowledge Studio, Watson Discovery and Watson Visual Recognition. In addition to learning about their overall strategy, roadmaps, and roadblocks, learn how Banco do Brasil structured their teams, developed skills, and created the role of the cognitive orchestrator.

Digital humans

That human connection is not stripped from customer service interactions is important. Attend session 1702, “Digital Humans—Bringing Human Touch to Digital Customer Interactions” to hear speakers from UBS and UBank share what they’ve learned from deploying FaceMe Intelligent Digital Human Platform. Digital Humans are a next-generation interface that combines the best customer experience influencers from both man and machine, embodying an organization’s brand and creating significant value through emotional connection, personalization and consistency. Experience a live demo of Digital Human, and see what’s driving their adoption and how it’s being applied in the real world at Think.

Smart starts here

Hear from Ubank, First Data, and Credit Mutuel during the Smart Starts Here sessions. These are exclusive pre-conference sessions that take place on Tuesday, February 12, 2019. Learn more about these sessions in this blog:

–>Ten “Smart Starts Here” sessions to give you a jump on Think 2019




On Wednesday, February 13 from 8:30-10:00 AM, don’t miss the IBM Financial Services Networking Breakfast at Think where you can hear from Tom Eck, CTO and VP of IBM Cloud and Financial Services, and Sandip Patel, General Managing Director of IBM Insurance, and join banking and insurance industry experts and like-minded peers in discussions of the key imperatives and new technologies driving the industry. Please pre-register as there is limited space available.


–>Watch the Think Concierge videos to learn how to make the most out of Think 2019.

Also follow the social media platforms to stay informed with the latest updates

Event Hashtag: #Think2019


Content Director

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