TORONTO, May 29, 2023
/CNW/ - Scotiabank has been recognized as a 2023 Digital
Transformation Award winner in the large private sector category,
by IT World Canada, for the development of its AI-powered customer
chatbot. The annual awards program recognizes small to large
Canadian companies that have successfully transformed their
businesses through innovative digital solutions.
"Scotiabank is proud to be one of the first Canadian banks to
have the live chat integration feature in our chatbot, in addition
to providing a customer-facing AI experience," said Shawn
Rose, EVP and Chief Technology Officer, Scotiabank. "A
collaborative effort across our Customer Insights, Data &
Analytics, Digital Product & Design, Software Engineering and
Contact Centre teams, the chatbot is elevating the Bank's digital
offerings and showcases the value that can be brought to the
customer experience through the use of AI."
Scotiabank continues to innovate, digitize, and modernize its
operations to anticipate the evolving needs of its customers. As
part of Scotiabank's multi-year digital transformation, the chatbot
has successfully managed over two million messages from 300,000
unique users since the launch in late 2022.
"Scotiabank's chatbot continues to learn and improve over time,
as it interacts with customers and gains insights from their
questions," said Grace Lee, Chief
Data and Analytics Officer, Scotiabank. "To date, our chatbot is
responding with over 70 per cent accuracy, providing speed and
efficiency for our customers and contributing to an improved
customer experience."
Key to the success of the project was the insights and the
engagement of the front-line staff at the Contact Centres across
the Bank's global footprint. Scotiabank's winning teams are
dedicated to providing leading advice and support to customers, and
the chatbot is just one example of how the Bank is leveraging
technology to enhance the customer experience.
"With nearly 40 per cent of customer questions via chat being
answered by Scotiabank's chatbot, and hundreds of thousands of
calls diverted from Contact Centres, the Bank has increased
capacity for our teams to provide trusted advice to customers,
while providing them with more options to interact with us," said
Eric Scipio del Campo, SVP, Global
Contact Centres at Scotiabank. "We are proud of the impact the
chatbot has had on Scotiabank's operations and look forward to
continued innovation in this space."
About Scotiabank
Scotiabank is a leading bank in the Americas. Guided by our
purpose: "for every future", we help our customers, their families
and their communities achieve success through a broad range of
advice, products and services, including personal and commercial
banking, wealth management and private banking, corporate and
investment banking, and capital markets. With a team of over 90,000
employees and assets of over $1.3 trillion (as
at April 30, 2023), Scotiabank trades on the Toronto Stock
Exchange (TSX: BNS) and New York Stock Exchange (NYSE: BNS). For
more information, please
visit http://www.scotiabank.com and follow us on Twitter
@Scotiabank.
SOURCE Scotiabank