call centers with inquiries, leading to long wait times, an additional digital channel that customers can use to instantly handle banking functions has become a much more tempting offering — and more of a strategic asset for banks like BofA, whose assistant is mature enough to help with a wide variety of functions.
But even banks whose virtual assistants aren't as mature as Erica can use the coronavirus lockdown as a time to incubate by using their assistants to crowdsource ideas for which improvements would be most valuable to make themselves more effective to users going forward.
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