Designed with artificial intelligence and natural language
processing capabilities, the personal banking chatbot for Facebook
Messenger - named BMO Bolt - is first-of-its-kind for a major bank
in Canada
- BMO also launches BMO Virtual Assistant – a
menu-based question and answer chatbot for Twitter
- New chatbots provide a convenient and less time-consuming
option, providing instantaneous responses
TORONTO, March 15, 2018 /CNW/ - BMO today announced the
roll out of two new innovative chatbots for Facebook Messenger and
Twitter, which provide instant responses to frequent customer
inquiries. The chatbots deliver added convenience to customers who
are increasingly choosing online options for their everyday banking
needs.
"Our goal is to provide an exceptional customer experience and meet
our customers where they are, and digital is increasingly becoming
the preferred way for our customers to engage with us on a daily
basis," said Brett Pitts, Chief
Digital Officer, BMO Financial Group. "The launch of these
chatbots, and the integration of AI into our customer facing
technology, provides an opportunity to build upon the relationships
we have with our digitally active customers and create more
convenient and personalized experiences through both self-service
and assisted-service channels."
BMO Bolt: BMO's Personal Banking Chatbot for Facebook
Messenger
- Developed in partnership with Finn AI, BMO Bolt is a
first-of-its-kind capability for a major bank in Canada and is designed to offer guidance and
information to customers in real time
- Fully integrated into BMO's Facebook Messenger service, BMO
Bolt has been fed with 250 of the top customer questions received
via BMO's call centres, BMO.com and the Online Banking help
centre
- AI and natural language processing capabilities allow BMO Bolt
to interpret customer intentions and provide the most relevant
answers
- As BMO Bolt continues to engage with customers and answer
questions, it will learn and improve, enhancing the value of the
chatbot over time
- At any time, customers have the option to talk to live social
care associate during business hours
BMO Virtual Assistant: BMO's Twitter Chatbot
- Developed in partnership with Massively, the BMO Virtual
Assistant is a menu-based question and answer chatbot for Twitter
that helps customers find the information they need quickly and
easily
- Customers start in a traditional Twitter Direct Messaging
experience, with the added option to engage with a BMO Virtual
Assistant chatbot
- Once a customer has chosen to engage the BMO Virtual Assistant,
they are presented with a menu of available topics
- As with BMO Bolt, there is the option to switch to a live
social care associate for additional help
Mr. Pitts added that these new features will give customers more
choice and control in terms of how they engage with the bank, while
providing another convenient option to get the answers they need
quickly.
For more information on BMO's digital products and services,
please click here.
About BMO Financial Group
Serving customers for 200
years and counting, BMO is a highly diversified financial services
provider – the 8th largest bank, by assets, in North America. With total assets of
$728 billion as of January 31, 2018, and a team of diverse and
highly engaged employees, BMO provides a broad range of personal
and commercial banking, wealth management and investment banking
products and services to more than 12 million customers and
conducts business through three operating groups: Personal and
Commercial Banking, BMO Wealth Management and BMO Capital
Markets.
SOURCE BMO Financial Group