The Challenge
Need for 24/7 customer service and quick transaction assistance via mobile channels.
The AI Solution
"Fargo" AI-powered virtual assistant in the banking app (built on Google Dialogflow and PaLM 2 LLM) to answer questions and perform tasks like transfers or bill pay via voice/text.
Type of AI Used: Generative AI (Voice and text chatbot)
Results & Impact
Within a few months of 2023 launch, handled 20 million interactions (projected 100M/year). Customers average 2.7 interactions per session, and new features are continually expanding. The 24/7 assistant shortened wait times and sped up service, informing future AI deployments.
