Payments modernization research

10 Hard realities – and opportunities – in payments modernization

See what Forrester has to say about IBM Conversational Computing

“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.”

Source: Forrester Research Inc. The Forrester New Wave™: Conversational Computing Platforms, Q2 2018, by Rob Koplowitz and Michael Facemire with Christopher Mines, Sara Sjoblom, Diane Lynch, and Peter Harrison, April 12, 2018.

Transform your customer service


Augmented intelligence is changing customer service at banks. Intelligent systems learn clients’ preferences to provide personalized interactions. AI solutions give your customers consistent service, no matter where they bank.

How it works

IBM chatbot solutions use natural language and conversational flow. They automate customer interactions and adapt to what customers say and do. They answer customer queries consistently, accurately and in-context. And they provide critical intelligence from conversations between customers and the bank.

The benefits

Reduced wait times and time to resolution to improve satisfaction of your customers. Reduced costs with virtual agents answering simple queries. Live agents can focus on more complex customer questions when helped by a virtual agent.

Customer stories

IBM has a long history of working with the top financial institutions around the world. See how our deep industry and technical expertise has made IBM the strategic partner building customer centric experiences in banking.

Royal Bank of Scotland created a virtual agent that can handle over 1,000 questions a day.

UBank created a virtual agent using Watson technology to support home loan applications.

Bradesco trained Watson on 62 products and can now answer 283,000 questions a month with a 95% accuracy rate.

Zions Bancorporation uses a complete view of their clients to improve customer service.

Take a Masterclass
Customers expect to engage wherever they are to get answers, ask advice and take action.  But how do you build a robust solution to meet the need? Register for an IBM Masterclass to learn from IBM experts and clients.

Why Conversational AI for customer service?
Understand the drivers and different approaches to deploy chatbots before defining your strategy.

Getting started
Kick off your journey by creating your strategy and getting your data ready.

Organizing your team
Autodesk reduced resolution times by 99%. Hear from members of the Autodesk Machine Assistance team on how they build and optimize their conversational solution.

Additional resources

Does your call center stack up?
To stay relevant, businesses need to deliver unified customer experiences. Customers know time is money, so brands need to provide resolutions quickly, 24x7x365.

Differentiating the customer experience with AI powered chatbots
Learn how banks are increasing employee performance by including AI technology into their strategy.

See the Conversation demo
Watch how Conversation works. Help your customers help themselves. Provide them with instant, personalized support, wherever and whenever needed.

Business. Technology. Insights. Experience THINK 2018
From blockchain and banking to quantum computing, THINK 2018 featured industry leaders sharing strategies and smart talk on the key challenges facing business today. Check out their insights, for your competitive advantage.

Staying on brand: How to humanize virtual agents, just enough
Chatbot technology has advanced to the point that now the personality is a point of discussion and refinement.

Transform customer engagement with cognitive virtual agents
Intelligent digital agents today can talk with humans – in a very human way. That reality is poised to fundamentally transform customer engagement.

Meet our experts

Rob High

Rob High
Chief Technical Officer, IBM Watson

Kwafo K Ofori-Boateng

Kwafo K Ofori-Boateng
Global Director, Front Office Transformation Solutions, IBM

S. Yousef Hashimi

S. Yousef Hashimi
Vice President and Partner, Cognitive & Analytics, Financial Services, IBM

Get started

Speak with an IBM Financial Services expert.