Fifth Third’s Virtual Assistant Jeanie® Now Understands 30,000 Phrases, Has More Capabilities to Help Customers
October 25 2023 - 9:00AM
Business Wire
When Fifth Third launched its mobile app virtual assistant
Jeanie in May of 2020 she had the ability to understand 35
different customer intents – what they are asking for – and was
trained on 3,000 customer phrases. Now those numbers are 156 and
30,000.
And, “Jeanie 2.0” has some fun new features. Ask how she got her
name, tell her you love her, or ask, “what does a Fifth Third
Better mean?” and she’ll provide some creative responses.
“When she rolled out as a virtual assistant, Jeanie had
responses that were self-help, limited automations, and a preset
menu of options,” said Art Weston, director of automated channel
transformation at Fifth Third. “Jeanie met many customer needs but
has the potential to do much more. She previously could understand
about 25 percent of customer intents. That number is now 90
percent.”
Weston and others analyzed Jeanie to understand how customers
interacted with her and where improvements could be made. They
reviewed 225,000 conversations Jeanie had with customers each
month, using advance topic modeling to extract the key intents and
compared those to how Jeanie could help. Fifth Third then rebuilt
the “brain” of Jeanie by using a proprietary method that has
increased intent recognition and accuracy.
“Now that we understand what the customer is asking, Jeanie has
more thoughtful responses to customers,” Weston said. “That
includes directing a customer to a live agent after two attempts if
Jeanie can’t understand what the customer needs.”
What else is new?
- Feature-linking capabilities that take a customer to the part
of the app or website needed to complete the task, versus providing
instructions.
- Jeanie can assist customer service agents with their customer
conversations. Agents receive abbreviated private messages that
highlight the customer conversation with Jeanie, saving time from
having to read the full conversation.
- When customers go idle in the conversation, they are placed in
a virtual lobby. This allows agents to have a clear queue and not
reach out to unavailable customers. Once in the virtual lobby,
customers are asked if they want to continue the conversation. If
yes, they are routed to the next available agent. Otherwise, the
conversation closes.
And here’s what Jeanie will tell you about her name: In 1977,
Fifth Third Bank launched the very first ATM network in the U.S.,
transforming banking convenience by providing 24/7 cash withdraws.
This network was named Jeanie. Since then, Jeanie has evolved into
a virtual assistant. With 40+ years of banking experience, Jeanie
is older, wiser, and still there to help 24/7.
About Fifth Third
Fifth Third is a bank that’s as long on innovation as it is on
history. Since 1858, we’ve been helping individuals, families,
businesses and communities grow through smart financial services
that improve lives. Our list of firsts is extensive, and it’s one
that continues to expand as we explore the intersection of
tech-driven innovation, dedicated people and focused community
impact. Fifth Third is one of the few U.S.-based banks to have been
named among Ethisphere’s World’s Most Ethical Companies® for
several years. With a commitment to taking care of our customers,
employees, communities and shareholders, our goal is not only to be
the nation’s highest performing regional bank, but to be the bank
people most value and trust.
Fifth Third Bank, National Association is a federally chartered
institution. Fifth Third Bancorp is the indirect parent company of
Fifth Third Bank, and its common stock is traded on the NASDAQ®
Global Select Market under the symbol "FITB." Investor information
and press releases can be viewed at www.53.com. Member FDIC.
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Beth Oates (Media Relations) Beth.Oates@53.com | 313-230-9002
Chris Doll (Investor Relations) Christopher.Doll@53.com |
513-534-2345
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