Claudia has been integral in promoting the expansion of AI to a new channel to serve the bank's clients as part of Banorte's transformation program Vision 2020, which includes an emphasis on investing innovation and technology to offer customers the best products and services, and support employees in maximizing their performance. With Watson's Virtual Assistant, Banorte began to offer clients a mechanism to serve them and to execute transactions in digital channels. The next challenge is to make it easy for clients to do business with ease through their digital banking, while providing the bank with the means to analyze the behavior of customers, adapt transactions and better meet their lifestyles.

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What benefits are you realizing with your organization's use of AI?
Currently the number of customers served through Watson in digital channels is growing at a rate of 15% per month, Watson has responded to 1.2million customers. Watson has been learning a lot in a short period of time too, and customers’ confidence in using AI has been growing. Banorte has reduced calls to the contact center by 13% during 2019.

What have you learned while you have been using AI?
We have learned that AI is a key piece in the personalization and improvement of the customer experience, not only in digital channels, but also incall centers and helping employees in the branches.

What do you believe is most critical in making an AI project successful in driving business results?
Involving the organization in complex issues, such as AI, accelerates change. Employees have helped train Watson, and we’ve also involved customers in defining key transactions to help them become comfortable with Watson. These actions have been fundamental to the success of the program.

What advice would you give to the next generation of women as they enter the workforce?
In the path of life, you will find allies and obstacles—the important thing is to know where you want to go,work hard and to act honestly and responsiblyon the way.

Interested in more stories of women in AI?
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