The AI Train Left
the Station
Six months on the road with CIOs and EVPs in Banking, Wealth, and Insurance — the rise of virtual assistance and what it really means for financial services.
Financial services was heating up with artificial intelligence — especially in virtual assistance. After several months traveling the country with CIOs and EVPs of Business in Banking, Wealth, and Insurance, the core focus became extremely clear:
Enrich the customer experience through all communication channels with personal conversations that can predict and assist customers to improve their lives.
Augmented Service Becomes the New Normal
Virtual agents combined with humans will become the new normal — very soon. Humans are great at creating a personal experience, but they can't see across all the data the way an ML-powered virtual assistant can. The best of both worlds: let the VA handle the bottom 30% of calls and bring in a human for complex issues. Better yet — a three-way conversation between customer, VA, and rep.
The VA can reference and predict life events through daily service interactions while the human plays co-pilot, ready to direct or take over when necessary. The VA can also educate customers, recommend services at the right moment, and navigate complex websites for the right info at the right time.
"Why do we depend on Google so much?"
A CIO once asked the question. The answer: "Tell me any other service you can invoke to ask a question in a time of need. It's simple, powered by the user, available anytime and anywhere." The CIO paused: "Are you saying the virtual assistant can be the new Google?"
The reply: Better than that. The VA can solve customer problems by invoking process automation, helping with life events, and optimizing service experiences. That's why every vendor is pushing hard on AI for virtual agents — IBM with Watson Assistant, Google with Duplex, Amazon with Alexa.
The Power of Conversation
From the moment you wake up until you go to sleep, conversation drives everything we do — with family, with co-workers, and with the companies that handle our personal lives. The tectonic plates are shifting again. People are finally done with the keyboard and mouse.
What if we could harness the most basic element of conversation, VOICE, to change the game for all user interactions?
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