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Rajrupa Raghavan
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Public Relations

News : Scotiabank's AI-driven Chatbot Recognized with Digital Transformation Award

#contactcenterworld, @scotiabank

Toronto, ON, Canada, May 29, 2023 - 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'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 teams are dedicated to providing 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."

#contactcenterworld, @scotiabank

Posted by Veronica Silva Cusi, news correspondent

About Scotiabank:
Company LogoAt Scotiabank Contact Centre, our success truly depends on our greatest resource – our people. We are motivated by integrity, respect, commitment, insight and a contagious can-do-spirit and we are proud to foster a culture that is based on our community and teamwork. Our success as a premier financial institution depends on each and every employee that represents us. Our commitment to our employees provides us with a competitive edge; it contributes to customer and employee satisfaction, helps us meet our shareholder expectations and broadens our community relationships. We are a leading financial institution that believes in the power of our people. Our people are our core business because they are the reason why our customers choose to bank with Scotiabank. We care, we invest and our people are empowered to do the job. We at the Contact Centre own the franchise so we work very hard at building our brand. We live by our philosophy of One Team….One Goal.
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Today's Tip of the Day - Share the Experience

Read today's tip or listen to it on podcast.

Published: Tuesday, May 30, 2023

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2023 Buyers Guide SaaS Solutions


CrankWheel Screen Sharing
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