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BMO readies social media chatbots

BMO is preparing to launch two online chatbots which will provide answers to consumer questions via Facebook Messenger and Twitter. According to the bank, the services are intended to provide additional convenience for its customers. The Facebook service, called BMO Bolt, was developed in association with Finn AI. It will provide answers to the 250 most frequently asked customer questions received by BMO's call centres and online help service. The Twitter service, called BMO Virtual Assistant, was developed in association with Massively. It uses a menu-based system to help users find information on various topics.

"Our goal is to provide an exceptional customer experience and meet our customers where they are, and digital is increasingly becoming the preferred way for our customers to engage with us on a daily basis," said Brett Pitts, chief digital officer at BMO Financial Group. "The launch of these chatbots, and the integration of AI into our customer facing technology, provides an opportunity to build upon the relationships we have with our digitally active customers and create more convenient and personalized experiences through both self-service and assisted-service channels."

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