Artificial Intelligence meets member service

Financial institution (FI) call centers, or perhaps more aptly named “contact centers,” are innovating with artificial intelligence (AI) and big data to meet changing consumer expectations. Originally, the automated call distribution (ACD) system would route a call to the first available agent. This approach was later improved with skills-based routing (SBR), in which calls would flow based on organizational logic, such as subject matter or issue type. If a caller indicated a need for help with card services, the system would identify the list of agents trained to handle such a call and put the caller in line for the next available agent from the specialized list. This traditional approach relies on straightforward, objective decision criteria and has received only cursory updates in the past 20 years. Recently, however, advances…

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