Citi Commercial Cards Enhances Client Satisfaction with Launch of Intelligent Virtual Agent
February 03 2020 - 9:00AM
Business Wire
Citi Commercial Cards has launched an intelligent virtual agent
(“IVA”) capability within its call centers in the United States
leveraging technology from Interactions, a leading conversational
AI company. The introduction of the IVA is part of Citi Commercial
Cards overall strategy to invest in technology that will provide a
better digital servicing experience for its clients.
The IVA solution leverages Interactions’ Adaptive Understanding™
technology, which provides a blend of Artificial Intelligence (AI)
and real-time human understanding to provide the highest level of
modernized customer care. With the support of humans, the IVA
leverages advanced conversational AI to understand languages,
accents and dialects as well as to make sense of a customer’s word
choice and the respective intent based on the context of the call.
With the implementation of the IVA, Citi’s Commercial Card
cardholders can speak in their own words and be understood without
concern for background noise.
"Citi Commercial Cards is committed to providing our clients
with innovative solutions, and the introduction of the intelligent
virtual agent demonstrates our ongoing commitment to innovation. We
are pleased to work in partnership with Artificial Intelligence
(AI) leader Interactions to implement this cutting-edge solution,"
said Gonca Latif-Schmitt, Global Head of Citi Commercial Cards.
The IVA leverages predictive technology as part of its machine
learning capabilities, meaning that it will continue to learn over
time and become more intuitive with every client that it interacts
with. Furthermore, the technology has a capacity for learning,
reasoning and understanding, essential when providing customer
service to clients.
Karen Young, North American Head of Client Operations, Citi
Commercial Cards, said, "The ability to integrate natural language
processing technology into our customer service offerings allows
Citi to deliver a consistent, fast and still personalized client
experience. We know the importance of cardholders’ preference for
rapid self-service. From our pilot, we’ve seen that the
implementation of the intelligent virtual agent provides our
clients with enhanced customer satisfaction.” Citi Commercial
Cards' Call centers will continue to be staffed with live agents in
the event it is the cardholders’ preference to speak with a live
agent. The combination of the intelligent virtual agent and live
agents will provide cardholders with the best combination of
customer service offerings.
“Citi is paving the way in the Commercial Card space by
introducing the intelligent virtual agent in its call centers,”
said Mike Iacobucci, CEO of Interactions. “The intelligent virtual
agent is designed to deliver a truly conversational customer
experience, and will ensure that Citi can engage in productive,
open ended conversations with its clients.”
This new solution is being deployed in the United States for
specific call types, with additional call types in other regions to
follow.
Citi’s Commercial Cards business provides Travel, Purchase and
Virtual cards solutions to institutional clients, including
corporations, financial institutions and public sector entities. It
has been recognized as a global market leader with the largest
proprietary network in the industry, with local issuance in over 60
countries, 45 unique currencies and 30 languages. As a leading
global commercial card issuer, Citi has one of the largest global
footprints supported by unrivalled card acceptance.
Citi Treasury and Trade Solutions (TTS) enables its clients'
success by providing an integrated suite of innovative and tailored
cash management and trade finance services to multinational
corporations, financial institutions and public sector
organizations across the globe. Based on the foundation of the
industry's largest proprietary network with banking licenses in
over 90 countries and globally integrated technology platforms, TTS
continues to lead the way in offering the industry's most
comprehensive range of digitally enabled treasury, trade and
liquidity management solutions.
About Citi: Citi, the leading global bank, has
approximately 200 million customer accounts and does business in
more than 160 countries and jurisdictions. Citi provides consumers,
corporations, governments and institutions with a broad range of
financial products and services, including consumer banking and
credit, corporate and investment banking, securities brokerage,
transaction services, and wealth management. Additional information
may be found at www.citigroup.com | Twitter: @Citi | YouTube:
www.youtube.com/citi | Blog: http://blog.citigroup.com | Facebook:
www.facebook.com/citi | LinkedIn: www.linkedin.com/company/citi
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version on businesswire.com: https://www.businesswire.com/news/home/20200203005164/en/
Media: Citi: Nina Das 2128169267 nina.das@citi.com
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