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February 4, 2020

Citi Commercial Cards rolls out AI solution for call centres

Citi Commercial Cards has joined forces with conversational AI firm Interactions to introduce an intelligent virtual agent (IVA) solution for its US call centres.

The initiative is part of Citi’s plan to enhance its digital servicing experience for customers.

Powered by Interactions’ Adaptive Understanding technology, IVA is designed to understand languages, accents, and dialects using conversational AI.

The solution also utilises AI to understand a customer’s word choice and its intent based on the call’s context.

Moreover, IVA is designed to enhance its intuitiveness following each client interaction.

Interactions CEO Mike Iacobucci said: “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.”

At present, the new capability is available in the US for specific call types. Plans are on for a broader roll-out later.

Besides, if required, cardholders will also be able to talk to a live agent at Citi Commercial Cards’ call centres.

Citi Commercial Cards North American head of client operations Karen Young said: “The ability to integrate natural language processing technology into our customer service offerings allows Citi to deliver a consistent, fast and still personalised 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.”

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