News

IBM Watson boosting customer service for Regions Bank

June 5, 2019

Regions Bank is using IBM's AI technology, Watson, to improve customer support calls and the overall customer experience.

The technology is also helping bankers in everyday tasks and customer service, according to a press release.

The news comes as competition in the banking and digital banking industries is getting fierce as customers are increasingly switching to another bank following just a few bad experiences, and a majority of customers are sharing bad experiences in social media environments.

Regions is using Watson in contact centers, and its Banker Assist system is tapping Watson Assistant to give its bankers better guidance when responding to customer inquiries, according to a press release.

"At Regions we are investing in technology to make banking easier for our customers and to recruit and retain talented associates," said Chris Brasher, head of bank operations for Regions Bank, in the release. "IBM Watson's automated intelligence is an important tool that allows us to operate more effectively by understanding customer needs. We are identifying additional use cases for this technology as part of our focus on continuous improvement across the company."