TD Bank, America's Most Convenient Bank®, was named a 2022 Fintech Futures Banking Tech Award USA winner for the development of the bank's virtual assistant, "Chatbot." The inaugural award recognizes the outstanding achievements and successes in the banking and fintech industry across the United States.
TD Bank was awarded the top spot in the COVID-19 Response category for developing the virtual assistant that helped meet customer demand during a critical time. The bank leveraged its relationship with AI technology company Kasisto to create and deploy the tool within three weeks, helping to answer pertinent questions about account information, financial assistance, payment relief, transactions and more. Additionally, the virtual assistant helped reduce the stress on TD's contact centers.
"We're honored to be recognized with the first-ever Fintech Future Banking Tech Award in the US," said, Levi Sutter, Head of US Digital Platforms at TD Bank. "TD is always looking for ways to make banking easier, more convenient and more personal for our customers, and implementing tools like the virtual assistant provides customers with options to connect with us however and whenever they choose."
Since its inception, the virtual assistant has logged more than 6.1 million customer interactions and 4 million customer sessions. Although initially created to respond to pandemic-related questions, the tool has expanded to service additional banking requests, such as reporting a lost or stolen debit card, and has allowed customers to self-serve using an entirely new channel.
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