Fireside Chat with US Bank’s Richard Weeks

Featuring:

Richard Weeks, Head of Conversational Experiences Consumer Digital Office at U.S. Bank

Richard Weeks is primarily responsible for the voice assistants used by U.S. Bank. His team maintains responsibly for do it yourself capabilities and do it together implementations. For example, creating share screen options for bank specialists to interact directly with customers as well as a chat feature that allows them to do the same.

In 2017, U.S. Bank introduced their first Alexa skill, shortly followed by their first Google Assistant action in 2018. At the same time, they were working on a chatbot and were able to do a lot of listening and learning to what customers wanted.

One of their main focuses has been for customers to be able to complete tasks on their own through voice assistants.

While the industry is relatively new, the chatbot feature was the beginning of a whole team now established in the vision of using AI in a more substantial way.