Virtual chatbot

The bank is also looking to roll out erica with robust functionality, said Hari Gopalkrishnan, client-facing platforms technology executive at Bank of America.“One thing we want to avoid is getting out there with parlor tricks.The name is a play on the last five letters of the Bank of America, hence the lowercase “e.” The starting goal for erica is to be a digital assistant that helps consumers navigate the bank’s app.“Whether you use your voice or text, [erica] becomes another interface in the app that allows you to navigate the app better, which hopefully is more client-driven than a series of menus,” Bhasin said.Learning nuances of language and conversation A lot of the work going into erica right now is enabling the chatbot to understand the nuances of the English language and the intent and context of a conversation, whether spoken or texted.It’s not a surprise to us that Nina topped the charts.Nina is conversational, recognizes intent, and learns from historical transcripts.George has over 30 years of progressive experience in the computer industry, and has demonstrated a proven business expertise in marketing and strategic partnerships for various sized companies in high technology and services areas, in both the domestic and international markets.The use of a chatbot in financial services is high risk and high reward.

He joined Nuance as part of its acquisition of Touch Commerce where he served as CMO.Live agents assist Nina in some of its conversations- a new functionality called Nina Coach.In some cases, the best resolution is for the VA to seamlessly transfer the customer to a live chat agent within the same window.Not only is Nuance a technological leader in the chatbot/virtual assistant arena, but it also shines in producing proven results of increased revenue and customer satisfaction.As VP of Worldwide Marketing, George is responsible for all outbound and inbound marketing activities for the Nuance Enterprise Division.

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