How Scotiabank uses conversational AI, with Fabio Sarti, Sr. AI/ML Product Manager, Scotiabank
VUX World
00:00
Customer Satisfaction, Customer Experience, Contact Center?
Customers were requesting a chat tool, so that's, you know, a way to interact with the bank. "For those use cases that are repeatable and sometimes easy to solve, a chat body is certainly a very good tool to help," he says. So I think both customer satisfaction and customer experience, but also supporting the contact center, right? There's this duality for sure."
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